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Senior Director, Field Repair Solutions

The Senior Director, Field Repair Solutions is responsible for driving solutions that enable the Service Delivery strategy.  The role will be involved in the planning, organizing, and the development of business operations solutions.  This will include working with client contacts, Account Executives, Business Development, Operational leaders, and country leads to execute strategies for new product solutions and capabilities.

Key Responsibilities:

  • Provide expertise, solutions, and assistance for projects, clients, prospects, and other significant and strategic opportunities across Service Delivery.
  • Provide assistance to the AE Team in the development of new client solutions and repair program improvements.
  • Assist Sales Team with Client RFP responses.
  • Assist Operations and the AE Team in managing general aspects of service delivery at the client level. 
  • Coordinate client projects in connection with service delivery, such as new client installs, new product installs, and/or new service installs.
  • Monitor service performance and ensure client expectations are met.
  • Ensure clients operate within regulatory guidelines as well as Assurant policies regarding all aspects of the business.
  • Support Business Development in key prospect sales in identifying unique business solutions with their prospects.
  • Work with International teams on assigned worldwide client opportunities.
  • Develops and cultivates a strong working relationship with other functional areas within the company.  Understand their goals and objectives while balancing the priorities of all parties involved in order to meet the business objectives.  Ensures there is good communication and coordination with other functional units.
  • Develops, approves, and (when necessary) secures approval of policies designed to ensure the attainment of agreed upon goals in accordance with approved plans for area(s) of responsibility.  Ensures the development of procedures necessary to implement policy.  Provides the overall direction necessary to ensure the delivery of efficient and effective area services.
  • Assist Sales/Marketing and Finance with preparation of cost analysis models, pricing, new client presentation materials and client presentations.

Required skills/experience:

  • Bachelor’s degree in Business Administration or related field is preferred. 
  • 5-7 plus years of progressively more responsible experience in business leadership roles as well as expertise with clients and/or prospects.
  • Experience with Retail repair of consumer electronics is preferred.
  • Experience in the wireless industry preferred.
  • Excellent oral and written communication skills.
  • Ability to process complex time sensitive data and information from multiple sources, make decisions and communicate actions.
  • Excellent organizational and planning skills.
  • Ability to manage multiple projects, concurrently.   
  • Has professional presence, polish, and demeanor to engage with clients.
  • Has ability to build relationships and influence with clients.
  • Builds trust, respect and rapport through information exchange and mutual problem solving.
  • Has ability to connect personally, demonstrate knowledge of client’s business and communicate our value.
  • Creates profitable solutions.
  • Navigates effectively through Assurant’s organization and utilizes tools, technologies, and people to effectively deliver the client business solutions.
  • Can drive change effectively and be collaborative.
  • Can deliver on results and can set strategic vision.
  • Has done in-depth research and analysis on the client and competitors to know how to service the client.
  • Knows our company well enough to know how revenue is generated for the client and ourselves.
  • Probes in a consultative way for understanding of client’s needs and business drivers in order to create business solutions.
  • Demonstrates knowledge of the client's business issues and goals.
  • Is a client-acknowledged subject matter expert.
  • Team Player- has successfully demonstrated good business judgment in client and internal engagements.
  • Is self-motivated and has drive and passion.
  • Inspires themselves and others
  • Is persistent and resilient.
  • Maintains a positive mental attitude.
  • See no barriers so easily overcomes “barriers”.
  • Demonstrates comfortable confidence.

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