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Senior Analyst, Field Service, Consumer Customer Care

Date: Jan 12, 2021

Location: Annapolis, MD, US, 21401

Company: Whirlpool Corporation

Requisition ID: 40870

Whirlpool Corporation is consistently recognized by Fortune Magazine as one of the World’s Most Admired Companies. Our values are the driving force behind everything we do. Respect, integrity, diversity and inclusion, teamwork and the spirit of winning propel our teams to excellence. Get to know us and see what it's like to be part of the world's leading major home appliance company.

 

FUNCTION OVERVIEW:

Senior Analyst, Field Service is a member of the Consumer Services Business Unit within the broader Consumer and Appliance Care team. In this role, the analyst will be part of an emerging service strategy, and be instrumental in the success of the Premium Service Network, driving consumer loyalty to our products and brands throughout the lifecycle of the product. Will have the opportunity to drive service operational excellence with our Whirlpool Factory Certified Care providers, meeting the needs of our diverse customer base, overall service network providers, trade partners, and our sales organization. As a result, this position will be responsible for all Whirlpool business metrics within their district, analysis of business practices and recommendations of proven efficiencies to improve performance.

 

JOB RESPONSIBILITIES:

  • Embedment and adherence to best practice
  • Continuous improvement coach for the Whirlpool Factory Certified Care network
  • Revenue generation, extended service plan sales, and accessories sales
  • Identification and tracking of training needs and competencies for the assigned districts
  • Responsible for guaranteeing coverage and availability for the assigned districts.
  • Establishment of Whirlpool Factory Certified Care (companies maintenance thereof)
  • Whirlpool Factory Certified Care (WFCC) network growth and expansion
  • Direct marketing of WFCCs to Sales’ Dealer structure
  • Partnering with the Total Cost of Quality (TCQ) Group to establish/facilitate quality reporting
  • Driving Premium Brand service metrics
  • Building and strengthening relationships with Whirlpool’s customers, trade partners, and servicers
  • Managing and negotiating contracts with authorized servicers
  • Managing and optimizing warranty cost within the assigned districts Implementation and
  • execution of programs to ensure supply influx to the network.
  • Travel 50-75 % 
  • Day-to-day service business operations and profitability
  • Deliver all position requirements with limited supervision while keeping the connection to the function’s strategy

 

MINIMUM REQUIREMENTS:

  • Bachelor degree
  • 5+ years’ experience in a service industry leading and managing a staff to include third part entities

 

PREFERRED REQUIREMENTS:

  • MBA
  • Analytical skills
  • Flexibility and the ability to manage multiple priorities
  • Demonstrated commitment to integrity and respect
  • communication, organizational, and computer skills and presentation skills
  • Results-driven leader with proven problem-solving and negotiation skills
  • Interpersonal and relationship building skills
  • Bilingual (Spanish/English)
  • Fundamental knowledge of the role of the Sales organization and how to be an
  • Business partner/enabler

RSRWH

About us

 

Whirlpool Corporation (NYSE: WHR) is the world’s leading kitchen and laundry appliance company, with approximately $20 billion in annual sales, 77,000 employees and 59 manufacturing and technology research centers in 2019. The company markets Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, JennAir, Indesit and other major brand names in nearly every country throughout the world. Additional information about the company can be found at whirlpoolcorp.com   

 

At Whirlpool Corporation, we believe that all people matter. Celebrating diversity and including thousands of perspectives empower us to create products that blend into every concept of home. Whirlpool Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.


Nearest Major Market: Annapolis

Job Segment: Maintenance, Field Sales, Direct Marketing, Supply, Manufacturing, Customer Service, Sales, Marketing, Operations