Bilingual Field Service Coordinator

Job description

As a key member of the KitchenAid Small Appliance Team, the Field Service Coordinator (FSC) is responsible for managing the Authorized Service Network of external service companies, delivering quality repair of Small Appliances to KitchenAid Owners. This role is responsible for the servicer onboarding process, day-to-day operations management, and performance monitoring vs. service level requirements. Ultimately this role is responsible for ensuring that KitchenAid Small Appliance Owners receive a best in class service experience from our external service companies. This position is based out of our Mississauga office, 5 days a week. Quality Control & Factory Relations: Return Trend Analysis: Monitor "Reasons for Return" (RFR) data to identify emerging quality spikes and proactively address issues before they scale. Collaborate With Customer Service Leads : Analyze support trends and identify recurring product issues, developing targeted troubleshooting protocols that resolve customer concerns at the first point of contact and significantly reduce return rates. - Factory Feedback Loops: Generate detailed Quality Defect Reports (QDRs) for manufacturing partners to trigger corrective...