Director, Warranty & Service Admin
Consumer & Customer Care
Full Time
Charlotte, Nc
2019-03-30

This position is responsible for leading the Warranty & Service Administration Team, which includes warranty and claims management, service escalations, product replacement requests, internal Field Service and Sales support as well as external service provider and dealer support.  This position requires a confident goal-oriented leader who can deliver results, drive continuous improvement, inspire their team and influence others to achieve goals.  The director will also work closely with the Field Service, Customer Engagement Center and Sales Leaders to help deliver an effortless experience to our end consumers, service providers and sales partners.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide leadership and direction to a team of 100 exempt and non-exempt employees
  • Set strategy and team KPIs
  • Continuously look for ways to improve systems and processes to drive efficiencies 
  • Responsible and accountable for the performance and employee engagement of team
  • Ensure team meets or exceeds KPIs including, but not limited to, customer support, warranty spend and claims process metrics
  • Must have a strong business acumen, innate curiosity and capacity to learn new skills
  • Provide inputs on changes to warranty expense forecasting based on warranty trends, industry changes, business requirement changes, etc.
  • Own and manage relationship with ServicePower and other software providers
  • Work closely with Finance Team on warranty cost management / analytics
  • Provide regular reports to Product Line, Quality and Executive Leadership on warranty performance
  • Collaborate with Electrolux team members in effort to organize and manage national product recall procedures as dictated by the Consumer Product Safety Commission
  • Foster an environment for continued employee development
  • Maintain a dedication to providing effortless customer service
  • Perform additional duties as assigned

WHO YOU ARE
Customer Focused / Multi-Tasker / Strong Communicator / Financial Acumen

  • You have a passion for consumers and customers as well as the ability to build strong relationships with internal and external partners.
  • You have a history of building high performance teams and experience managing large teams of exempt and non-exempt employees.
  • You have a strong understanding of warranty / financial processes and a proven track record setting KPIs and delivering results.
  • You demonstrate excellent influencing and communication skills as well as the ability to articulate a clear vision and represent it convincingly.

DESIRED LEADERSHIP QUALITIES

  • Energy: Inspires and engages people while fostering a culture of accountability and ownership. 
  • Drives and delivers business results in a short and long-term perspective.
  • Openness:  Encourages cross-collaboration, leveraging on diversity and open feedback.  Keeps the end consumer and customers in mind through an outside-in perspective. 
  • Agility: Analyzes and adapts to different people and situations, remaining composed during ambiguity.  Quickly understands and reacts to changes and makes decisions despite instabilities and uncertainties.
  • Growth:  Develops talents and learns new skills beyond own business needs.  Explores new business ideas and continuously improves to build core capabilities.

Minimum Qualification

  • Bachelor’s degree in Business Management, Accounting or related field required
  • 10-15 years’ experience within a warranty, service, finance or accounting role
  • 8+ years’ experience in a managerial role

KNOWLEDGE, SKILLS & ABILITIES

  • Advanced knowledge of Microsoft Word, Power Point, Excel and Access 
  • Experience with CRM, Claims Processing and Financial Systems 
  • Must be able to manage and measure performance of direct reports
  • Able to analyze, interpret data and translate information into an executable plan
  • Capable of setting priorities, meeting pre-determined deadlines and multi-tasking
  • Experience creating and leading high-performance teams 
  • Possess strong decision making, problem solving and analytical skills with particular attention given to detail and accuracy with a focus on numbers and data
  • Self-motivated and easily adapt to and leads through change 
  • Possess excellent oral, written and presentation skills
  • Experience in dealing with sensitive and confidential information