FAS Network Specialist at Welbilt in Mayfield Heights, Ohio

Job Description:

JOB DESCRIPTION



After almost 160 years in the business, we know a thing or two about durability. And we know it takes more than hard work and experience to keep building on that strength. It takes a genuine partnership, working together to craft new and effective solutions to help bring your passion to the surface.

That's why Garland is dedicated to collaborating with chefs, operators, and restaurateurs like you to find what really works, teaming up to design equipment that's as practical as it is powerful. That's how we revolutionized the kitchen before, and it's how we'll keep evolving it for the future. We rely on that pragmatic innovation to keep us moving forward - and you can rely on us to make sure your restaurant is built to last.

The FAS Network Specialist assists the National Service Manager in overseeing and managing the Factory Authorized Servicer (FAS) network and their individual company performance down to the branch level. The role identifies performance issues and finds and addresses the root causes of the issues. The FAS Network Specialist is also expected to build a significant training program for our core products and to train internally and externally on those products. May be requested to help provide support to key chain accounts, work with sales and engineering personnel to provide support in the field for equipment field test and equipment rollouts, and oversee and manage upgrade programs & retrofit programs. Assist with Technical Support and Parts calls when not traveling, particularly during peak times.


Key Tasks and Responsibilities

• Assist the National Service Manager in overseeing and managing the FAS network and individual company performance down to the branch level.
• Conduct FAS audits as assigned & work with FAS partners to continuously drive for improvement of first-time fix rates, response times, proper inventory levels, high average parts orders, and all other aspects of their operation relative to their performance.
• Determine parts stocking requirements via data.
• Build a significant training program for our core products and train internally and externally on those products as directed by management.
• Oversee field upgrades and/or retrofits as assigned. Monitor warranty failures for specific chain accounts, which are undergoing field upgrades and/or retrofits. Generate reports on failures using approved methods.
• Oversee equipment field tests with chain accounts as assigned. Work with marketing, sales, and engineering in the development and placement of test equipment. Monitor warranty failures for specific chain accounts which are undergoing field test. Generate reports on all failures/issues/complaints using approved methods.
• Oversee equipment roll-outs for chain accounts as assigned. Monitor warranty failures and /or installation issues during the rollout and for the warranty period of the equipment. Generate reports and communicate on such failures/issues/complaints using approved methods.
• Fulfill the financial control and risk management responsibilities inherent in this position.
• Provides technical and parts phone support, as needed.
• Fulfills the financial control and risk management responsibilities inherent in this position.

• Must have a strong technical background including a strong knowledge of gas & electricity.
• Ability to read and explain schematics and wiring diagrams.
• Must be experienced in developing technical training programs and presenting technical training classes.
• Experience in building audit programs for third-party servicers is highly preferred.
• Experience in performing audits for third-party servicers is highly preferred.
• Experience in the food equipment industry is required.
• Knowledge of key personnel and distribution in the food equipment industry (parts distributors, end users, Reps, dealers, consultants, and sales managers) is preferred.
• Must have strategic thinking capabilities. Capable of developing and implementing solutions to complex problems in a cost-effective manner based on specific strategies.
• Must have the ability to communicate, in both written and verbal form, with all levels of staff in a clear and effective manner. Should exhibit tact and professionalism in conducting their roles and responsibilities. Will need to engage in developing and using collaborative relationships to accomplish work goals.
• Must internalize the responsibility for customer satisfaction and will act beyond what is required; being initiative-taking. Must have excellent organizational skills. Must be self-sufficient, able to prioritize tasks, and accomplish duties and assignments on time with minimal or no supervision.
• Must have a good working knowledge of all facets of Microsoft Office to include spreadsheets, presentation preparation, and word processing. Should be familiar with databases and their management. Basic knowledge and functionality relating to the task of financial and cost analysis required.