Manager, Field Service

Requisition ID: 16841 

Job Function: Field Service (40000089) 

Manager, Field Services, Consumer Customer Care, Benton Harbor, MI 

The Field Service Manager is a member of the Consumer Services Business Unit within the broader Consumer and Appliance Care team. In this role, the incumbent will be part of an emerging service strategy, and be instrumental in the success of the Premium Service Network, driving consumer loyalty to our products and brands throughout the lifecycle of the product. S/he will have the opportunity to drive service operational excellence with our Whirlpool Factory Certified Care providers,  meeting the needs of our diverse customer base, overall service network providers, trade partners, and our sales organization. As a result, this position will be responsible for all Whirlpool business metrics within their district, analysis of business practices and recommendations of proven efficiencies to improve performance.

  • Embedment and adherence to best practice
  • Continuous improvement coach for the Whirlpool Factory Certified Care network.
  • Revenue generation, extended service plan sales, and accessories sales
  • Identification and tracking of training needs and competencies for the assigned districts
  • Responsible for guaranteeing coverage and availability for the assigned districts.
  • Establishment of Whirlpool Factory Certified Care ( companies & maintenance thereof )
  • Whirlpool Factory Certified Care (WFCC) network growth & expansion
  • Direct marketing of WFCCs to Sales & Dealer structure
  • Partnering with the Total Cost of Quality (TCQ) Group to establish/facilitate quality reporting
  • Driving Premium Brand service metrics
  • Building and strengthening relationships with Whirlpool's customers, trade partners, and servicers
  • Managing and negotiating contracts with authorized servicers
  • Managing and optimizing warranty cost within the assigned districts Implementation and execution of programs to ensure supply influx to the network. 


Minimum Requirements

  • Bachelor degree or equivalent experience.
  • 5+ years experience in the service industry leading and managing a staff including third party environment.
  • Knowledge of day-to-day service business operations and profitability 
  • Ability to travel up to 50-75 %.  


Preferred Requirements

  • MBA preferred
  • Well-developed analytical skills
  • Flexibility and the ability to manage multiple priorities
  • Demonstrated commitment to integrity and respect
  • Must possess highly developed communication, organizational, and computer skills
  • Strong presentation skills
  • Must be a results-driven leader with proven problem-solving and negotiation skills
  • Excellent interpersonal and relationship building skills
  • Fully Bilingual (Spanish/English) is a strong asset
  • Strong fundamental knowledge of the role of the Sales organization and how to be an effective business partner/enabler
  • Able to deliver all position requirements with limited supervision while keeping the connection to the function's strategy 




Whirlpool Corporation (NYSE: WHR) is the number one major appliance manufacturer in the world, with approximately $21 billion in annual sales, 97,000 employees and 70 manufacturing and technology research centers. The company markets Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, Jenn-Air, Indesit and other major brand names in nearly every country throughout the world. We stay true to our philosophy that says good business begins by not following but leading. Our brands and products help people make the most of time so they can focus on making the most of moments that matter. At Whirlpool Corporation, we believe that all people matter. Celebrating diversity and including thousands of perspectives empower us to create products that blend into every concept of home. Whirlpool Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Additional information about our company can be found at Follow us on LinkedIn or join the conversation @WhirlpoolCorp on Twitter.

Full time
Benton Harbor, California 49022, US