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Senior Consumer Service Manager - Remote (Salt Lake City/Denver/Portland)
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About the position
At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together , we always look for a better way , and we create possibilities . Interested in joining us on our journey? We are seeking a Senior Consumer Service Manager (CSM) to lead and support a team of approximately 47 nonunion, hourly major appliance repair technicians located across Salt Lake City, Denver, Seattle and Portland. This is a work-from-home position with frequent travel throughout the region to conduct technician meetings, safety audits, training, and hands-on performance management.
Responsibilities
Effectively manages, coaches, and develops a dispersed workforce of 47 appliance repair technicians to ensure team objectives and goals are being carried out.
Ability to motivate employees to meet daily targets by holding them accountable for performance and providing feedback as needed.
Review metrics and customer feedback data to identify and create action plans to address performance opportunities.
Coach employees on how to handle difficult conversations and complicated situations
Conduct regularly recurring team meetings with employees
Utilize effective problem-solving and conflict-resolution skills.
Responsible for managing profits and losses for assigned areas.
Displays extensive knowledge of industry standards and practices, achieve Safety compliance program/training & focus on Recordable Rates for workers comp.
Requirements
Bachelor’s Degree or seven years of equivalent work experience
Minimum of seven years of work experience
Minimum of two years of Supervisory experience of employees
Experience managing a Profit and Loss center or similar
Ability to travel up to 50%
Ability to work out of a home office
Excellent interpersonal, communication, teamwork, and facilitation skills
Strong business acumen
Primary residence should be within a commutable distance to the territories of Salt Lake City, Denver, Seattle and Portland.
Nice-to-haves
Experience managing a remote workforce
High level of personal accountability
Proven track record of getting results and achieving goals
Basic knowledge of Microsoft Office
Previous GE Appliances Factory Service or other appliance service experience
Supervisory experience of managing at least 20 or more employees
Experience managing approximately \$3 million in costs
