Supervisor, Major Appliance Operations (Philadelphia, PA))

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with all their tech devices, including major appliances. We provide our customers with effective repair solutions and ensure they quickly get a replacement if the repair does go wrong.

What you will be doing:

The Supervisor, Home Fulfillment – MA Operations supervises and coordinates the daily activities of the Technicians. The main responsibility of a Supervisor is to motivate, develop, and guide a team of remote Technicians across the U.S. to ensure their ability to provide outstanding customer service and follow through tasks effectively. Technicians will be entirely remote with their Supervisor acting as their primary point of contact. Supervisors will be accountable for managing Technician schedules and monitoring staffing levels. Supervisors will also ensure compliance and provide coaching to all Technicians. At times, Supervisors may need to fulfill jobs if no Technician is available.

Essential Duties and Responsibilities:

• Managing and instructing the daily activities of Technicians, partners with Sr. Technician in coaching and skill improvement
• Trains team of Technicians to work efficiently with all customers and parts and ensure effectiveness of all site operations according to objectives
• Developing Technicians towards reaching full potential on key performance metrics
• Carrying out coaching, training, and performance management of all Technicians
• Acting as an information source and answering Technician questions, assigning tasks, following up and giving instructions as needed
• Ensuring that the team members acquire the appropriate support, instruments, and training to apply skills and knowledge on the job
• Carrying out performance measurement and evaluation of all Technicians to improve efficiency
• Resolving client and internal complaints and questions
• Communicating solutions, effectiveness, best practices and opportunities within the organization
• Troubleshoots and attempts to resolve any issues that may occur within their market
• Motivates technicians and drives upsell of applicable products and services to customers based on identified needs
• Drive company vehicle safely and responsibly to and from customer locations in a variety of situations including heavy traffic and inclement weather
• Comfortable with travel to and from the Forward Stocking Location (up to 60 miles) and several customers’ locations throughout a designated region
• Masterfully completes major appliance repairs
• Spearheads site and van safety, cleanliness and professional appearance
• Completes all required technician training and proactively seeks to remain a knowledgeable expert in the repair industry
• Partners with Recruiting and Human Resources to identify, interview, and hire qualified appliance repair technicians
• Practices and ensures compliance with Asurion and client policies and procedures
• Other duties as assigned

Here’s what you’ll bring to the team:

• Ability to inspire trust and credibility to support Technicians
• Ability to motivate, coach, and develop remote employees
• Coaching on how to properly identify customer needs and sell the right value-based solutions
• Must be able to ensure Technicians are meeting or exceeding client expectations
• Excellent interpersonal skills—ability to develop effective relationships with internal and external professionals both virtually and face-to-face
• Ability to plan well, prioritize multiple projects simultaneously, and work in a fast-paced environment
• Maintain character under tight pressure in an adaptable environment
• Excellent critical thinking skills to collect appropriate data and make good decisions quickly
• Excellent written and verbal communication skills
• 1+ year(s) of supervisory experience with an excellent aptitude for motivating and coaching employees, must have track record of developing teams that consistently exceed client expectations and sales goals
• 2+ years of experience in a technical repair/install role
• Passion for technology
• Located in same region as team and willing to travel up to 50% if needed
• Ability to work flexible hours, including weekends and holidays
• Have reliable transportation. Able to be on site at the Forward Stocking Locations and repair jobs as needed
• High school diploma or GED

We take care of you (benefits/perks):

• Competitive and incentive-based pay (up to 5% annual bonus)
• Benefits including health, dental, and vision
• Retirement savings plan (401k with employer match)
• Paid time off
• Tuition reimbursement program
• Ongoing training to grow your skills

About Asurion

Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier. Every day our 19,500 Technicians help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love. no matter the type of tech or where you purchased it.