Overview:
It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey.

THE POSITION:

We are currently seeking a Senior Specialist, Service Operations (Appliances) to lead and manage the Service Support Infrastructure with a primary focus on supporting home appliance products. This role is instrumental in developing and enhancing a national service network that delivers best-in-class service to consumers and retailers. The successful candidate will ensure the appliance service network is equipped, trained, and aligned to deliver outstanding repair quality and customer satisfaction, leading to top-tier customer survey results. Additionally, this role will provide strategic service direction to the sales team and ensure that all service training programs—technical and system-based—are created and delivered effectively across the appliance service network. The position also ensures retail partners are equipped with all necessary technical and service-related information for appliances

THE INTERVIEW PROCESS

• Stage 1: If your profile is a match, we will invite you for a first conversation with the recruiter.
• Stage 2: The next step is a virtual conversation with the hiring manager.
• Stage 3: The final step is a in-person interview with the hiring manager and extended team members.
  If this sounds like you and you’re excited to be a member of our team, please apply now.
  We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.
  Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
  OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply

• Responsible for the operation of all authorized service centers including quality and customer service on a national scale.
• Strategic planning and product quality monitoring to ensure best in class service.
• Ensure that the Service Network is optimized for full product coverage across the country. Develop and carry out training programs.
• Develop programs and processes that will ensure service calls are consistently handled more effectively, and the overall quality of the repairs are increased to industry benchmark levels.
• Ensure all reports are completed on a daily, weekly and monthly basis.
• Ensure that all KPI’s (redo repair, repair time, first time completion) are met as mandated.
• Reduce the overall service expenses while simultaneously improving repair quality and customer service.
• Access to new product information and products for use as samples for training.
• Ability to achieve difficult KPI’s by gaining the consistent support and cooperation of the 3rd party service network.
• Access to detailed “repair type” information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.