Bodewell Field Service Leader (remote)

Job Title: Bodewell Field Service Leader (Remote)

At GE Appliances, a Haier company, we come together to make "good things, for life." As the fastest-growing appliance company in the U.S., we're powered by creators, thinkers and makers who believe that anything is possible and that there's always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GE Appliances philosophy, backed by three simple commitments, defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities. Interested in joining us on our journey? The Bodewell Field Service organization delivers comprehensive solutions to GE Appliances customers, supporting their home appliance ecosystems through a nationwide network of in-home GE Appliance Repair Experts. Services include appliance repair, parts and accessories, warranty support, and new appliance sales.

The Bodewell Field Service Leader holds full operational and strategic responsibility for the Field Service organization, which includes an oversight of 1,100 technicians, 25 field managers, more than 55 dispatch team members, and a dedicated HQ support staff. This role requires close collaboration with the Bodewell Contracted Service Network to optimize service network capacity, align training initiatives, and ensure consistent, high-quality Bodewell service experience across all channels. Together, these networks manage over 2 million service calls annually for GE Appliances' in-warranty and out-of-warranty products. This leader is accountable for driving commercial growth, delivering more than $90 million in sales and service revenue, and fostering a scalable, customer-centric culture. The role also plays a critical part in advancing the Bodewell brand through operational excellence, cross-functional alignment, and an unwavering focus on customer satisfaction.

How You'll Create Possibilities

Drive strategic execution to ensure financial and cost objectives are achieved, productivity goals are met, and a disciplined operating rhythm is established to consistently deliver on key business metrics, such as first time completes (FTC) and Calls Completed in 8-hour day (CC8D). Strategically oversee the attainment of all service level objectives by driving workforce planning to optimize staffing, ensuring consistent speed of service and cycle times, and implementing controls on overtime technician to maximize operational efficiency and enhance customer satisfaction. Provide strategic leadership for the Bodewell Ownership Experience and Hoshin objectives within the Service organization; prioritize project funding and resource allocation to strengthen capabilities aligned with key Bodewell initiatives, while evolving performance metrics to foster a customer-centric culture and enhance the competitive advantage of Bodewell Field Service.

Provide direct leadership to the Business Service Technology Leader and indirect leadership to their team, ensuring all technology assets and software supporting the Field Service function operate efficiently, with timely hardware/software replacement and lifecycle management to include Salesforce, Oracle & Mobility. Provide indirect leadership to the Service Parts Logistics team to ensure timely parts intercepts and deliveries to customers, and to the Network Capacity Leader to support optimal collaboration and scheduling coordination between internal service teams and contractor partners. Provide indirect leadership to the Business Initiatives Leader, who is responsible for accurate reporting of technician performance metrics, including productivity and revenue, and for delivering data-driven recommendations to inform actionable improvements.

Directly manage the Dispatch Center Leader and their team, overseeing the exception management process for appliance repair dispatching. Ensure alignment of dispatch center objectives with field service technicians' goals, while providing essential support functions to optimize overall service delivery. Develop and enhance the technical capabilities of the technician workforce by ensuring appropriate product training, ongoing skills development, and active involvement in the adoption and implementation of new technologies. Provide direct leadership to the EHS Leader to foster a culture of compliance and safety, leveraging tools such as the Ergo Training Module Deck, Smith Safe Driving System, and robust accident investigation protocols, while integrating technical training with safe work practices to promote a consistently safe work environment.

Partner cross-functionally with the Bodewell Contracted Service Network Leader to drive network optimization, ensuring seamless coordination between contractor services and field service teams to enhance the overall ownership experience. Take the lead on establishing cross-functional partnerships with the Manufacturing and Product Quality Teams re. ongoing SCR efforts, with the Sales teams to support share/volume targets, and the COQ team to align with concessions reductions efforts as well as delivery/install and damage programs. Other related duties as assigned.

What You'll Bring to Our Team

Basic Qualifications:

• Bachelor's degree or equivalent professional experience
• At least 12 years of leadership experience managing or supporting remote, complex, and cross-functional service operations within a major goods environment
• Minimum of 7 years of experience working in unionized environments, including direct involvement in union negotiations and labor relations
• Proven track record of owning and executing financial operating plans to meet organizational goals

Preferred Qualifications:

• Solid working knowledge of systems, telecommunications, and web infrastructure that support service operations
• Inclusive, consensus-building leader with strong remote team management capabilities
• Familiarity with the appliance industry, particularly within Service operations and functions

Working Conditions:

• Working conditions are normal for an office environment.
• Work may require occasional weekend and/or evening work.
• 20% travel required for domestic and/or international travel to customer sites/plants, etc.

Our Culture:

Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued, connected, and empowered to contribute, while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities. This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard, valued, and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging, purpose, and engagement. Reflect the diversity of the communities we serve through our workforce, products, and practices. By further embedding Zero Distance into our People and Culture framework, we will continue to build a deeply connected organization. We are cultivating a culture of engagement, belonging, and connection, because while attracting new talent remains a priority, retention is a cornerstone of our strategy. GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization. GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to ask.recruiting@geappliances.com.