Senior Manager, Warranty & Services

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?

Recreational Living (RL) Warranty and Service Senior Manager will be responsible to oversee and support OEMs from Service & Warranty point of view. The Senior Manager offers consistent support to OEMs, but also support service dealers and servicers ensuring installation & product training needs are fulfilled.

Position

Senior Manager, Warranty & Services

Location

USA, Elkhart IN

How You'll Create Possibilities

Essential Responsibilities

• Oversee & own Warranty Service support to OEMs:
• Lead and coach warranty specialist team.
• Monitor and improve existing warranty claim process, drive cases to satisfactory closures in a timely manner
• Monitor and improve key warranty metrics, work closely with OEMs
• Work with Consumer & Dealer Services and call centers with harmonizing solutions and practices.
• Oversee & own OEM Services:
• Lead and coach OEM service team
• Monitor and improve key Services metrics, work closely with OEMs; Feed information to Product Management & Technology team
• Collaborate of Sales, Audit & Operations team
• Oversee & Own Training program :
• Responsible for developing, organizing and carry out in-depth technical training for the GE Appliance field service network. (includes RV OEMs, Dealers, RV Service Techs, Service Centers and other unique service companies); key facilitator to present training in-person and virtually.
• Collaborates with Product Engineering, Technology, Operations, Product Management, TAG and Field Service to obtain information required to develop training materials on all aspects of product service as well as basic mechanical and electrical skill enhancement
• Design and develop training videos for various product lines to support emerging products
• Build an accredited training program, best in industry leading; Accredited training material for qualified institutions; Support in the development of training courses for the RV industry; Seek approval from reputable RV institution based on curriculum program. Support turn to Eco Revenue
• Provides support at Business & Trade Shows, internal sales meetings, and external road shows when required
  
  

What You'll Bring to Our Team

Qualifications/Requirements

• Bachelor's degree from an accredited college or university or related experience
• Minimum 7 years’ professional experience in “Home Appliance” / “RV Appliance” service/industry.
• Home/RV Appliance Technical Training.
• Experience gathering reports, KPI’s, providing data analytics around the performance of service partners.
• Analytical and organized; demonstrated ability to execute
• Demonstrated experience creating and driving process improvement
• Excellent interpersonal and communication skills
• High energy level; strong coaching/mentoring skills
• Advanced Microsoft Excel, Power Point, & Word skills required
• Ability to analyze large data sets to arrive at actionable conclusions
• Must be able to travel visiting OEM plants in Elkhart & outside Elkhart, as well as Dealerships as needed and support OEM/After Market Events as needed. Occasional weekend / evening works.
  
  
  

Desired Characteristics

• Experience in Warranty Process handling
• Appliance technical training skills, to train the service network
• Field Service industry experience
• Appliance Ownership focused
• Ability to integrate, and drive action across multi-functional teams
  
  
  

Our Culture

At GE Appliances, creativity meets passion and conversations lead to exceptional outcomes and experiences. We respect and value the unique backgrounds and experiences that everyone brings to GE Appliances. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every day. Diversity at GE Appliances helps us achieve zero distance to our owners, innovate smartly and connect to the communities and customers we serve. We encourage and support the ideas, aspirations, and the wellbeing of everyone - our employees and our communities

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to ask.recruiting@geappliances.com