Field Service Manager

Asurion

16d

About The Position

The Field Service Manager (FSM) ensures excellent consumer experiences for Asurion customers and clients across multiple industries and businesses. The FSM serves as Asurion’s primary professional representative to external service entities and recruits and manages a network of qualified service providers. The role is responsible for ensuring providers exceed contractual obligations and internal quality goals while minimizing overall costs through planning and executing activities within an assigned region. The FSM monitors regional customer experience, financial, service delivery, and coverage results; develops and carries out plans to improve performance; and owns regional results. The position involves regular provider engagement, visits, performance analysis, feedback, recruiting support, and onboarding and training. Travel is required, including overnight travel.

Requirements

Proven and demonstrable leadership skills.
At least 5–8 years of operations management experience or equivalent experience.
Excellent written and verbal communication skills with internal and external customers.
A successful track record managing complex projects, vendor relationships, and cross-functional coordination.
Comfort working in a fast-paced entrepreneurial environment and dealing with change and ambiguity.
Experience with call center technology, including ACD, workforce management and agent productivity tools, and quality management tools.
Proficiency with the Microsoft Office suite and mapping software.
Ability to develop quarterly, annual, and long-term business plans.
College degree or equivalent experience required.

Nice To Haves

Major appliance industry or service technician management experience.
Advanced degree(s) or certification(s).
Experience managing and developing subcontractor relationships; service network experience preferred.

Responsibilities

Monitor customer experience, financial performance, service delivery, and coverage for assigned regions.
Develop, document, execute, and monitor strategic plans to improve priority performance metrics and achieve favorable business results.
Recruit and manage a network of qualified service providers while meeting client contractual obligations, internal quality goals, and cost objectives.
Visit and contact service providers to strengthen business relationships; travel to visit providers, with a stated goal of visiting the top 100 providers at least once per year.
Use reporting and claims audits to identify improvement opportunities and compare and prioritize local performance between Independent Service Providers and OEMs.
Provide regular feedback to service providers and support process improvement, including technical ride-alongs with key providers.
Take ownership of regional performance metrics and outcomes and act as a liaison between Asurion and assigned service providers.
Identify emerging trends and provide feedback to Asurion leadership.
Assist with regional trade show and site visit recruiting activities.
Analyze service provider system integration and app usage results and promote providers that improve financial results, service delivery, or coverage.
Provide ServiceBench training and support to ensure provider profiles accurately reflect status and availability.
Assist with service provider onboarding and ongoing training.