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Factory Service Boston Supervisor

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Date: Mar 16, 2019

Location: Boston, MA, US, 90209

Company: Whirlpool Corporation

Requisition ID: 30243 

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.


Currently, we are seeking qualified candidates for a Whirlpool Factory Service Boston Supervisor opening to join our CAC, Field Service organization.


Function Overview
As a Whirlpool Factory Service Supervisor you will help our service technicians build strong and lasting relationships with our valuable customers. Whirlpool is looking for a Boston Service Supervisor who will work directly with our Contact Center, Back Office, Field Technicians, and our Field Business Manager within the Greater Boston Area to ensure effective daily operations, part management, monitor as well as hold technician’s accountable to metric performance while driving Lean methodologies to all service related activities.  If you're motivated by the challenge of working closely with technicians and identifying their strengths and opportunities, then this may be a great position for you.


Job Responsibilities 

Provide daily leadership to a team of 15+ technicians  by infusing in each person a winning attitude and Whirlpool values which will translate into customer satisfaction. This position is responsible for directing and organizing the efforts of the team to insure all operational performance objectives are met in finding unique and creative solutions to attain financial growth, revenue generation improvements,  customer and brand loyalty, while continuously improving operations and reducing waste within the overall operation. In addition, the Factory Service Supervisor will support all regional directives with partnerships that contribute to the success of the technician, team, back office, and customer.  In this position, you'll have the opportunity to:

  • Lead Whirlpool Factory Service team of 15 direct reports to deliver against the Consumer and Appliance Care strategy.

  • Ensure quality reporting and analysis to drive continual  improvements within our Whirlpool Factory Certified Care Network.

  • Create and deliver strategic plans as they relate to Factory Service operating markets and overall company objectives.

  • Grow the Whirlpool Factory Service business and deliver against both financial commitments and qualitative performance metrics.

  • Deliver First Call Complete (FCC), Day To Complete (DTC), Top Box, and Bottom Box performance while demonstrating best practices to share with Whirlpool’s Service Network

  • Manage and maintain fleet vehicles and parts inventory

  • Maintain relationship with parts distributors

  • Provide strong supervisor support in staffing, people development, training, scheduling, Performance Management, coaching and counseling for team members.

  • Build excitement and enthusiasm throughout the team

  • Take a proactive approach in identifying and implementing customer loyalty opportunities that build and create exceptional customer satisfaction

  • Maintain a daily presence with the staff to insure team engagement and productivity is delivered

  • Facilitate the contribution of ideas and business analysis required in support of the regional objectives and the customer focused business model

  • Provide effective time management to business projects and staff to insure all time bound and quality objectives are met

  • Develop and train staff, bridging gaps in knowledge and performance

  • Provide assistance to Management and Senior Leadership in developing long and short range planning objectives

  • Ability to build and sustain relationships externally and internally; in particular, the ability to partner with colleagues that are geographically separated.

  • Ability to understand customer requirements, marketplace dynamics (both sales and service) and the subsequent ability to respond rapidly to associated changes

  • Ability to articulate complex analytical findings to  achieve cross-functional buy-in and drive change both internally and externally

  • Demonstrate training development, execution and presentation skills

  • Relationship building, customer relations management

  • An entrepreneurial spirit and willingness to take prudent risks in support of strategic objectives.

  • Ability to travel ~25% within Greater Boston Area


Minimum Requirements

  • Bachelor's Degree

  • 3+ years of appliance service industry experience

  • Experience as a team leader or management


Preferred Requirements 

  • Bachelor Degree in Operations, Supply Chain, Finance or Management

  • Knowledge of P&L statements or financial/business acumen preferred

  • Strong computer skills inclusive of database reporting and Microsoft Office Suite

  • Excellent skills in communications


About us

Whirlpool Corporation (NYSE: WHR) is the world’s leading major home appliance company, with approximately $21 billion in annual sales, 92,000 employees and 70 manufacturing and technology research centers in 2017. The company markets Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, Jenn-Air, Indesit and other major brand names in nearly every country throughout the world. 
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. 
Additional information about the company can be found on Twitter at @WhirlpoolCorp. 

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