Field Service Manager - 3rd Party (ASP)

Full-time, first shift. Territory covers Michigan, Ohio, IL, Indiana, and PA. Annual bonus incentive target of 5%.

About the role

The Manager, Field Service is responsible for leading, coordinating, and optimizing the delivery of field-based customer service within the assigned territory. This role oversees the performance and compliance of BSH authorized third-party service providers (ASPs), ensures the effective execution of all after-sales service activities, and drives operational excellence through service quality, efficiency, cost control, and customer satisfaction, in alignment with company standards and business objectives.

Responsibilities

• Collaborate with third-party service providers to ensure comprehensive service coverage for consumers.
• Negotiate warranty service rates and service coverage, and manage service provider performance through defined key performance indicators (KPIs) within the assigned territory.
• Review and audit service provider warranty claims to ensure accuracy, compliance, and legitimacy.
• Oversee the effective delivery of after-sales service to consumers, ensuring service quality and customer satisfaction.
• Partner with the Technical Training Department to plan, coordinate, and deliver ongoing technical training for service providers.
• Support the Technical Training Department during training sessions conducted within the assigned territory and at the Technical Training Center.
• Serve as a liaison between consumers and internal departments, facilitating feedback flow and resolving escalated customer issues through coordination between field service operations and the Contact Center.
• Promote, monitor, and enforce high standards of performance and professionalism among both employees and third-party agents through NPS and KPI based reporting.
• Demonstrate and encourage effective communication with internal stakeholders and external partners.
• Utilize business forecasting and operational planning to achieve agreed service levels while managing operations within budget.
• Leverage internal and external systems to support service providers, consumers, and internal departments effectively.
• Perform additional duties as required, consistent with training, experience, and business needs.

Qualifications

• Associate degree – Required
• Bachelor's degree – Preferred
• 7-10 Years of Experience (Customer Service) – Required
• 3-5 Years of Experience (Technical Training) – Required
• Ability to keep confidential information secure.
• Current valid driving license.
• Excellent negotiation skills
• Functional basic math skills
• Ability to present complex technical information in an understandable and logical manner
• Ability to make sound fact based decisions in the company's best interest
• Excellent verbal and writing skills
• Ability to manage diverse personal perspectives
• Normal office equipment; e.g., computer, copier, fax machine, etc.
• Proficient in Microsoft Office products (Word, Excel, PowerPoint)
• Operate and utilize hand tools as well as small power tools
• Electrical, gas and electronic testing equipment
• Must live within 2 hours of a major airport
• Must live within assigned territory/region
• Ideally lives in Ohio; also Michigan, IL, Indiana and PA
• Ability to travel multiple days / weeks away from home
• Strong team building skills

Schedule

First shift. Travel Percentage – 50%.

Pay

• Salary for candidates that live in OH or Indiana: $81,136 - $108,182
• Salary for candidates that live in PA: $85,406 - $113,875
• Salary for candidates that live in IL: $93,947 - $125,263

Benefits

The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document.

• Medical, dental, vision, life insurance, short and long term disability benefits, employee assistance program (EAP), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire.
• Wellness Plan that allows participating employees to earn lower medical care premiums.
• 401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service. The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and also includes an annual employer-funded profit sharing contribution dependent on company profitability.
• Two weeks of paid vacation for all non-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH.
• Unlimited paid vacation for all Director and above level positions.
• The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non-Production Line).
• 40 hours of paid personal leave (Production Line).
• 12 days of paid holidays per year (max 8 hours paid per day).
• Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program.
• BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions.