Requisition ID:61760ABOUT WHIRLPOOL CORPORATIONWhirlpool Corporation (NYSE: WHR) is committed to being the best global kitchen and laundry company, in constant pursuit of improving life at home. In an increasingly digital world, the company is driving purposeful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, JennAir, Indesit, Yummly and InSinkErator. In 2022, the company reported approximately $20 billion in annual sales, 61,000 employees and 56 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.This role in summaryThe Operational Certainty Analyst will plan and execute day-to-day activities for supporting InSinkErator's field activities for Grind2Energy. These activities will involve equipment service coordination for both labor and materials, logistics and planning of new installations, and support of advanced troubleshooting with service agents. This position will work cross-functionally with internal and external stakeholders to serve our customers, collaborate in internal continuos improvement projects, manage and assign work to our contracted service agents and serve as an escalation point to troubleshoot equipment issues, while coordinating internally with the sales, supply chain, engineering teams, and operations peers. The Field Operations Specialist will be responsible for processing of the associated service invoices and sales orders related to the listed activities. A resourceful candidate with a proactive attitude to drive customer satisfaction, timely execution, cost and quality controls while bringing high energy to the team will thrive in this position.Your responsibilities will includeHold technical knowledge of how the G2E system works, including the Internet-of-Things (IoT) offering, in order to offer training to both technical and non-technical audiences on the system's features and installation requirements.Establish and maintain strong relationships with customers and service agents, take in inquiries and complaints, and respond accordingly.Support service network relationships and service levels with InSinkErator call center, customer support and third-party service agents.Solve problems and make independent decisions by gathering information, evaluating options. Providing top notch customer service by troubleshooting equipment dysfunctions, field service issues and getting ahead of operational issues.Communicate with management in a timely and efficient manner on the disposition of all service calls, parts and materials requirements, and any information pertinent to the operations of the company verbally and via key performance indicators (KPI) reports.Monitor service materials inventory and ensure appropriate accounting of its consumption in Oracle.Drive equipment installation projects. Perform site visits and gather site measurement data for installation proposals while cross functionally working with the sales team and Engineering design team. Ensure installers follow required installation guidelines and perform post-installation training to customers on system operation.Create a collaborative work environment that fosters scalability, autonomy, transparency, learning, and a focus on continuous improvement.All other duties as assigned by management.Minimum requirementsBachelor's Degree1+ year of experience in a technical environment working with machinery, controls, or plumbing 1+ year of experience managing technical projects; scope, budgets, and timelinesPreferred skills and experiencesBS in "STEM" Majors (Science, Technology, Engineering and Math)Project Management certificationTech Savvy and basic understanding of management platforms such as OracleIntermediary Microsoft Excel skills (vlook-ups, pivot tables, etc.)Good diplomacy with customers and service agents, ability to adjust personality style based on audienceUnderstanding of the fundamentals of electromechanical devices, interpretation of wiring and plumbing diagramsExperience with electrical trades as well as construction/scheduling/expediting.Must be responsive, flexible and able to succeed within open, collaborative peer environmentRSRWHAdditional informationWhirlpool's Ways of WorkingOur goal is to provide an environment that helps you bring your best to Whirlpool every day. We apply 'always on' flexibility to all work days. You will have the autonomy to manage personal, family, and outside-of-work commitments as needed. Employees in this role work in person Monday through Thursday with the option to work from anywhere on Friday.We offer other flexibility and industry-leading time-off benefits that will help you balance what's important at work and at home, including:Flexible Friday- Option to work extra hours Monday through Thursday to finish up work early on Friday.Two-Week Work from Anywhere- Minimum of one-week increments for a total of two weeks per year.Sabbatical- Four weeks paid leave after every five years of service.Connect with us and learn more about Whirlpool CorporationSee what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter,LinkedIn ,Instagram andYouTube .At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.
