The main purpose of this position is to act as the primary owner of the relationship with service providers both - Installers and Independent Service Providers (ISPs). The FSM manages service quality through regular interaction including site inspections, service provider meetings and reviewing customer satisfaction metrics to ensure company quality standards are met.
Key outcomes of this role include:
•Setting the standards for exceptional service when interacting with customers and service providers.
•Ensuring that service providers are paid fairly and efficiently based on market conditions and rates while controlling expenses to protect profitability.
•Recruiting, on boarding, developing and retaining of service provider base to meet the area sales and service demands at all times.
Essential Functions and Responsibilities:
•Maintains and manages the Service Provider (SP) base to support labor revenue and control service labor expense.
•Ensures service providers are trained and knowledgeable of all Lowe’s applications and policies that pertain to the service job. This would include service provider systems, IE, Service Bench and the Installer website.
•Conducts regular reviews of local License and Permit requirements and ensures service providers comply with all requirements, including proper background checks.
•Obtains and holds required licenses on Lowe’s behalf as required.
•Accountable for Service Provider relationship excellence as well as achievement of cost and quality metrics (this also includes full accountability for expense management and travel itinerary planning).
•Monitors support provided by service provider base and ensures that SP base is qualified to meet customer’s needs/schedule. This includes regular monitoring and management of capacity and job assignment rankings/rotation.
•Identifies under-performing service providers through store feedback, job inspections, surveys, and other field activates, and develops action plans for improvement or terminate contract if needed.
•Conducts routine job site inspections and service provider business reviews.
•Encourages and coordinates vendor product training for service providers as needed.
•Maintains knowledge of industry standards and ensures service provider training for product installation and product service specification are on-going.
•Manages the relationship and performance of the service provider network through direct interaction with the service providers and indirect interaction through Service Support; this is accomplished through proactive contact and escalation support.
•Establishes and maintains relationships with Store Operations Teams at local and regional level and with local Service Support Teams to ensure alignment of area objectives.
•Interacts with stores to support and oversee labor and associated product sales opportunities.
•Offers expertise and support in the form of service provider network and competitive insights to local stores for new programs and/or initiatives.
•Bachelors Degree or Equivalent
•3-5 years of related industry experience (installation, repair service, or home improvement industry)
•1 year experience in managing direct or indirect reports
•Ability to drive and hold a valid driver’s license
•Willingness to travel (Extensive travel is required to execute the function of the job)
•Understanding of common Installation & Repair Services practices
•Understanding of OEM warranty and EPP terms & conditions
•Understanding of Basic Financial Concepts
•Ability to interpret service industry License and Insurance permitting requirements
•Ability to interpret Service Provider and Consumer contracts
•Ability to interpret data & do analytical problem solving
•Ability to use common industry tools to evaluate quality of craftsmanship
•Ability to use Service Provider Management Tools and Enterprise Systems/Tools
•Ability to use Business Management Software
•Proficiency with Microsoft Office Tools
•Ability to use Search Engines and other Internet Tools to gather data
With fiscal year 2011 sales of $50.2 billion, Lowe’s Companies, Inc. is a FORTUNE® 100 company that serves approximately 15 million customers a week at more than 1,745 home improvement stores in the United States, Canada and Mexico. Founded in 1946 and based in Mooresville, N.C., Lowe’s is the second-largest home improvement retailer in the world. For more information, visit Lowes.com.
Lowe's - 20 months ago
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No longer a low-profile company, Lowe's Companies has evolved from a regional hardware store operator into a nationwide chain of home...