Field Services Operations Support Supervisor at Arrow Electronics

Huntsville, Alabama, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consumer Electronics, Home Appliances, TechnologyIndustries

Requirements

Results-driven mindset with leadership experience in operations support
Experience in field services, helpdesk operations, or courier logistics
Knowledge of IT support, password resets, and repair scheduling
Proficiency in managing escalations and WhatsApp communication channels
Skills in monitoring compliance, inventory, and agent productivity
Expertise in AI-driven automation, macros, and automated responses
Ability to build and maintain dashboards for real-time visibility
Analytical skills for process improvement and data-driven decisions
Familiarity with Extra Mileage and Labor Authorization (ELM) processes
Collaboration skills with analysts and cross-functional teams

Responsibilities

Oversee day-to-day operations supporting courier delivery of appliance repair parts for enhanced Repair Turnaround Time (RTAT), ensuring technicians receive parts promptly
Supervise order processing agents handling repair orders for designated markets in coordination with Parts Distributors (PD) teams to maintain part availability and delivery accuracy
Monitor technician compliance and part inventory levels to identify and resolve causes of courier order failures impacting repair timelines
Manage city-specific LG Technician WhatsApp groups, ensuring repair field teams’ delivery issues are communicated and resolved swiftly
Coordinate escalation processes for complex authorized service center partners’ courier part delivery issues to minimize downtime for repair operations
Lead helpdesk ticket support and WhatsApp chat channels addressing IT issues, password resets, and repair scheduling to support field technicians and authorized service center partners
Manage escalations related to Out-Of-Area (OOA) Force book requests and other critical repair support queries from internal escalations teams and other stakeholders
Monitor and analyze agent productivity and support trends, providing actionable insights to improve field service operations responsiveness and efficiency
Implement AI-driven automation to enhance speed and accuracy in FS operational support, including creation of macros and automated responses for routine tasks
Build and maintain dashboards to provide real-time operational visibility and support data-driven decision making
Continuously identify opportunities to streamline processes to enable field technicians and support agents to focus on high-impact repair activities
Review daily operations related to Extra Mileage and Labor Authorization (ELM) to identify trends and cost-saving opportunities in appliance repair dispatch and parts delivery
Collaborate closely with FS Operations Locator Analyst to provide comprehensive support

Skills

Operations Management

Helpdesk Operations

Escalation Resolution

Automation Initiatives

Courier Delivery

Field Service Support

Logistics

Customer Satisfaction

Leadership

Supply Chain Management

Arrow Electronics

Global provider of technology solutions and services

About Arrow Electronics

Arrow Electronics provides technology solutions that support innovation for technology manufacturers and service providers. The company develops and delivers high-tech solutions that improve business operations and everyday life. Its offerings include computing, power management, and Internet of Things (IoT) applications. Arrow collaborates with clients to create complex technology systems, such as smart battery ecosystems for electric motorbikes and wearable health monitoring devices for firefighters. Unlike many competitors, Arrow not only sells technology products but also offers consulting and engineering services to help clients design and implement customized systems. The goal of Arrow Electronics is to drive innovation and enhance efficiency and quality of life through its comprehensive technology solutions.

Englewood, ColoradoHeadquarters

1935Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Increased competition in cloud services could impact Arrow's growth.

Rapid technological changes in IoT may challenge Arrow's innovation pace.

Supply chain vulnerabilities, especially in semiconductors, could disrupt product delivery.

Differentiation

Arrow Electronics offers comprehensive technology solutions across multiple industries.

The company collaborates with clients to engineer complex technology systems.

Arrow's business model includes consulting and engineering services for customized solutions.

Upsides

Growing demand for IoT security solutions presents expansion opportunities for Arrow.

Increased investment in smart city projects boosts demand for Arrow's integrated systems.

Rising interest in sustainable tech aligns with Arrow's electric motorbike technologies.

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