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.

• Factory Feedback Loops: Generate detailed Quality Defect Reports (QDRs) for manufacturing partners to trigger corrective actions and design improvements.
• Audit Support: Prepare comprehensive data packages for factory audits, specifically highlighting component failure rates to be addressed during inspections.
• Quality Monitoring: Act as the first line of defense by escalating potential safety hazards or high-severity quality issues found in service reports. Partner with the Global Quality team for quality reporting.

• 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.

Service Provider Network Management

• Network Optimization: Recruit, vet, and onboard Authorized Service Centers to ensure robust national and regional coverage.

• KPI Tracking: Monitor and report on service center performance, specifically focusing on Mean Time to Repair (MTTR) and claim accuracy.

• Warranty Claims Review: Audit incoming warranty claims for validity, identifying and mitigating fraudulent or incorrect billing patterns.

Logistics & Documentation

• Spare Parts Ecosystem: Collaborate with warehousing and procurement to ensure critical component availability, minimizing "unit-down" time for customers.

• Reverse Logistics: Help design and track the efficiency of return-processing workflows and refurbishment pilot programs.

• Technical Documentation: Maintain the central library of technical bulletins, assembly diagrams, and quality checklists to ensure all partners have the latest information.

Ad Hoc Projects

• Support the KitchenAid Small Appliances team with specialized projects as needed.

Preferred Skills & Qualifications

• Analytical Thinking: Strong data-driven problem-solving skills to identify trends and quality spikes.

• Operational Design: Ability to create, optimize, and scale service and refurbishment processes.
• Business Acumen: Knowledge of day-to-day service operations, profitability, and industry regulations.
• Technical Aptitude: Comfortable with technical documentation, assembly diagrams, and relevant software/ERPs.
• Communication: Excellent written and verbal skills for reporting to factories and managing service partners.
• Relationship Management: Proven ability to build rapport with vendors and internal stakeholders.
• Organization & Agility: High-level time management; able to juggle multiple priorities in a fast-paced environment.

• Tech-Savvy: Highly developed computer skills and quick to learn new systems.

Minimum Requirements

• Post-secondary degree or diploma, or equivalent formal technical training is required.

• Valid driver's license and willingness to travel to customer sites as needed.

• Bilingual - English and French are required

Preferred Experience

• 2-4 years in Service Operations, Quality Assurance, or Aftersales Support.

• Experience in the consumer electronics or home appliance industry is a plus.

• Familiarity with Reverse Logistics or refurbishment programs.

Acosta is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

Specializing in retail sales services, digital strategy, and business intelligence, Acosta empowers brands to thrive in the world of omnichannel shopping. Our sales and digital teams build lasting relationships, ensuring our client brands get the space they deserve in stores and outperform the competition online, while our merch reps make brands shine in retail locations across the world.

But it’s not just about what we do – it’s about who we are. With a team of over 20,000 associates, we’re a community of forward-thinking, value-driven professionals committed to an unmatched level of trust and transparency in the industry. And, we understand the importance of work-life balance, which is why many of our field roles provide our associates with flexible scheduling options. Join us and be a part of a team that values growth and making a real impact for our clients, retail partners and their customers.

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

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