Client Trainer II – Fixed Ops
Cox Enterprises
Manager, Warranty Service and Repair Operations
Amynta Group
full-time
Posted on:
Location: North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- - Support the execution of operational strategies, technician network management, retail partner relationship management, and service delivery initiatives across consumer warranty and repair programs. - Ensure timely, high-quality repair services for furniture, fitness equipment, white goods, and consumer electronics—serving both B2B and B2C markets. - Work closely with internal teams and external partners to manage workflows in a dynamic, high-volume environment. - Coordinate nationwide 3rd party technician network operations, recruiting, onboarding, credentialing, and performance monitoring. - Monitor and manage service orders, documentation, dispatching, and issue escalation. - Liaise with customer service, dispatch, claims teams, vendors and retail/OEM partners to maintain service quality.
Requirements
- - Coordinate the day-to-day operations of a nationwide 3rd party technician network. - Assist in recruiting, onboarding, and credentialing technicians across product categories. - Maintain and monitor technician performance metrics (e.g., on-time arrival, first-time fix rate, quality). - Support dispatching and job assignment processes using internal service platforms. - Monitor and manage open work orders across multiple service lines and customer segments. - Ensure accurate documentation and communication between technicians, customers, and support staff. - Troubleshoot service issues and escalate as needed to ensure resolution. - Liaise with customer service, dispatch, and claims teams to ensure consistent service experience. - Maintain documentation and SOPs for technician operations workflows. - Assist in vendor and partner communication to ensure service quality expectations are met. - Establish and maintain retail/OEM relationships.
