Senior Analyst, Field Service (Commission)

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana,Brastemp, Consul, and InSinkErator. In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

The team you will be a part of

The Field Service (Commission) team performs emergency repair, preventative maintenance and installation on a 24/7 on-call basis with regional responsibility for electrical and/or mechanical equipment and systems. Performs on-site preventative maintenance, routine repair, and calibration after installation. Provides technical support and training to customers on operational or maintenance aspects of system equipment.

This Role In Summary

As a Center Manager at Whirlpool, you will play a pivotal role in leading and managing a team of Team Leaders / Data Entry Operators / Service Engineers to achieve service targets within your designated Center. This position requires a strategic thinker with strong leadership skills, a proven track record in service management, and the ability to drive performance to meet branch-specific goals. The ideal candidate will contribute to the overall success of the service department by ensuring the delivery of high-quality customer service and meeting key performance indicators.

Your Responsibilities Will Include

Team Leadership and Development:

• Lead, mentor, and manage a team of Team Leaders / Data Entry Operators / Service Engineers to achieve individual and DSC targets.
• Conduct regular performance reviews, provide feedback, and identify opportunities for professional development.
  
  

Branch Service Targets

• Develop and execute strategies to achieve branch-specific service targets, including Net Promoter Score (NPS), service quality parameters, and customer satisfaction goals.
• Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
  
  

Service Operations Oversight

• Ensure seamless coordination and communication among Team Leaders / Data Entry Operators / Service Engineers to optimize service operations within the branch.
• Supervise the implementation of service policies, procedures, and standards to maintain a high level of service excellence.
  
  

Collaboration With Stakeholders

• Collaborate with other departments, such as Sales and Marketing, to align service objectives with overall business goals.
• Build strong relationships with trade partners, addressing concerns and ensuring effective collaboration.
  
  

Budget Management

• Work closely with the finance department to manage the DSC Budget and Profitability of the Center.
• Optimize resource allocation to ensure cost-effectiveness while meeting service targets.
  
  

Minimum Requirements

Minimum experience: 6 to 10 yrs

Education: B.Tech/B.E + Post Graduate

Preferred Skills And Experiences

6 to 10 yrs of work experience in FMCD organization.

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.

Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.