Network Operations Specialist

Overview

Under the direction of the Manager of Customer Assistance Center (CAC), the Service Network Operations (SNO) Specialist is responsible to support the management of a competent, cost-effective network of service agents to support the activities of Sharp’s Sales teams to ensure customer satisfaction. This individual is expected to support all aspects of Service Network Administration including Service Recruiting, Servicer Data Maintenance, Warranty Administration Processing, and Exchange Processing.

Responsibilities

• Service Network Operations – Provides coverage within the United States to ensure timely and competent repair services to Sharp’s customers and dealers Assesses the need for National Service Providers and assists with vendor evaluations to determine abilities.
• Service Network Support – Acts as the primary contact between Sharp and the Independent Service Network both Sharp authorized servicers and self-servicing dealers. Works closely with the service network to solicit feedback regarding Sharp’s support programs and assist management to develop improvement plans.
• Warranty Control – Monitors warranty claim activity to provide cost control and identify and investigate possible fraudulent billing activities by Network members. Supports Management with the modification of existing Warranty Policies, Claims, and other Service Support Issues.
• Vendor Management - Monitors the operational performance of Service Network Support vendors including warranty administration and service network referrals. Assists in evaluating alternative vendors for Service Network Support and make recommendations for vendor or process changes as necessary.
• Customer/Service Partner Satisfaction – Oversees the process of exception assistance in areas of mileage and non-warranty authorizations.
• Policy & Procedures – Follows existing Policies and Procedures concerning Servicer operations. Works with other departments to recommend adjustments to current Policies and Procedures based on partner feedback and competitive benchmarking.
• Service Network Deployment – Interfaces with Technical Support Management to determine technical capabilities, training requirements, and current status of existing and potential Servicer locations. Works with Technical Support Management to evaluate current repair strategy and recommended changes for improvement. Determine the network capability of executing repair strategy changes.
• Analysis – Acts as a resource to other SSG Departments regarding Network needs, capabilities, and limitations. Provides information and recommendations as appropriate regarding policies and programs to maximize Network effectiveness.
• Reporting – Responsible for the production and analysis of accurate, meaningful, and timely reports relative to Service Administration.

Position Requirements

• Bachelor’s degree in Business Administration, or related business experience.
• Minimum three - five years experience in the consumer electronics or home appliance service industry.
• Business travel up to 10% of a work month.

About Sharp Home Electronics Company of America (SHCA)

SHCA is a manufacturer, marketer, and servicer of premium home appliances. SHCA includes:

• Sharp Electronics Marketing Company of America (SEMCA) in Montvale, NJ is a marketer of built-in kitchen appliances and air purifiers.
• Sharp Services and Support Group (SSG) is a nationwide support operation and servicer of Sharp products for consumers and dealers.
• Sharp Manufacturing Company of America (SMCA) in Memphis, TN, is a manufacturer of premium cooking products sold under the Sharp badge and more than a dozen OEM partner brands.

Compensation for this Position

The compensation range for this role is $XX- $XX. The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Employee Perks

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process. These tools are used to support, and not replace, human decision-making. We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered. Local candidates only, please.