Service Network Analyst - job 2 of 2

What You Will Be Doing:

• This individual will reference service orders for both Depot Repair and On Site Repair that need to be dispatched to a specific Service Partner to complete a repair. Sometimes this will also include procuring parts from the Merchant or Reseller if it is needed to complete the repair.
• Service Network will require dispatches in the US and Canada for various product categories that are not limited too, but include Furniture, Mattresses, Bikes, and Fitness Equipment.
• Manage service depots performance and relationship with key metrics on Quality, Cost, and Turn Times. This also includes handling complaints or escalations regarding services performed from any of the network partners.
• This individual will also help to generate new leads for potential Service Providers for select product categories in Canada and other locations as required.
• Search for new Service Providers in key categories to provide redundancy measures across the network, or opening new Service channels allowing for potentially new sales motion.
• Recruits and onboards 1099 technicians. This requires outbound cold calling.
• Required to work in Service Partners Field Service Manager tools and processes.
• All updates in Service Partners tools regarding claims must be added to Extend Portal at least daily.

What We're Looking For:

• Business Acumen:
  • Demonstrates strong knowledge of the operational workflows within the department.
  • Ability to create, measure, and report on KPI
  • Drives improvement to KPI by Servicer
  • Ability to take customer and servicer view of service delivery
  • Manages claim SLA and reassigns work orders when customer experience is not being met
    
• Communication:
  • Builds effective relationships with people in their immediate team, cross functional areas, and Service Partners.
  • Communicates effectively with immediate stakeholders and other team members.
  • Provides clear and timely responses for task and daily responsibilities.
  • Asks clarifying questions and seeks help when needed.
    
• Execution and Delivery:
  • Delivers work on time and accurately within the department standards.
  • Capable of prioritizing own work based on daily responsibility and business impact.
  • Uses good judgment and takes initiative when solving routine tasks and seeks guidance for problems outside or normal scope.