What are the responsibilities and job description for the Field Operations Specialist Rotational Development Program position at Sub-Zero Group, Inc.?
Overview
Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability.
Primary Responsibilities
The Field Operations Specialist is a developmental role designed to prepare future Field Operations Managers through an 18-month rotational program. This role supports operational excellence across installation, parts distribution, and in-home service networks. The Field Operations Specialist will gain exposure to key functional areas, including Customer Service, Quality, Reliability, Supply Chain and Regional Operations, with a strong emphasis on Sub-Zero Group culture and partner engagement.
Rotational Structure
Customer Service Rotation (First 6 months)
Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability.
Primary Responsibilities
The Field Operations Specialist is a developmental role designed to prepare future Field Operations Managers through an 18-month rotational program. This role supports operational excellence across installation, parts distribution, and in-home service networks. The Field Operations Specialist will gain exposure to key functional areas, including Customer Service, Quality, Reliability, Supply Chain and Regional Operations, with a strong emphasis on Sub-Zero Group culture and partner engagement.
Rotational Structure
Customer Service Rotation (First 6 months)
- Training Exposure:
- Learn Factory Certified Installation, Parts, and Service Network structure
- Meet with key leaders within the department to understand their operation
- Attend service and installation training sessions
- Data & Metrics:
- Understand warranty impact and service metrics
- Participate in present product meetings
- Work with Business Insights to gain an understanding of installation, service and parts data and how to leverage the insights to make informed decisions
- Process Understanding:
- Job shadow Customer Advocate and Technical Service Advisor workgroups
- Understand and process warranty claims, product replacements, and customer orders
- Quality:
- Participate in Consumer Assurance Lab audits
- Partner with lead quality engineers
- Participate and perform quality assessments and line audits
- Attend weekly quality circle meetings
- Reliability:
- Work with each major Business Unit within their warranty improvement process
- Understand and leverage Warranty Analytics reporting to identify improvement initiatives
- Understand and leverage our Investigation Request process for present product
- Participate in our product replacement technical review process
- Complete RCA (Root Cause Analysis) training through standard QA/HR offerings
- Work with each Reliability business unit lead by site to review field returns analysis reviews and report on root cause and findings
- Create and maintain production schedules for service parts and sales accessories considering material availability, forecast demand, machine capacity and labor resources.
- Analyze material requirements for longer-term planning and create production orders to support short-term production scheduling needs.
- Collaboration with purchasing, production, engineering and other teams to coordinate production activities and resolve issues.
- New production introductions – Serve as a member/resource on project teams, populate system with the plans derived as an output of the NPD process and project team work to support meeting targeted availability dates.
- Ensure that all data fields are populated to enable planning for new item setup, maintain planning parameters and product end of life.
- Communicate SKU shortages to customer service and distribution network in the event of a stock out.
- Overlap with retiring FOMs for 3–6 months
- Soft transfer of B2B relationships
- Support in-market operations and partner management
- Participate in rate negotiations
- Assist in managing regional partner relationships, including onboarding, performance reviews, and operational troubleshooting
- Resolution management
- Field deployment will likely be in the Texas or Southern California territories.
- Bachelor’s degree – Business Management, Business Operations, Supply Chain Management, or similar preferred
- Ability to relocate to necessary territory
- Ability to travel up to 75% after field deployment
- Excellent written and verbal communication skills
- Demonstrable analytical thinking and business insights
- Performance management
- Project management
- Ability to make fact-based decisions, but exercise creativity and take responsible risks
- Effective root cause analysis and corrective action management
- Competitive compensation based on skills
- Industry leading health, dental, and vision plans
- Generous 401 (K) savings and profit sharing
- On-site UW Health clinic, fitness center, and walking paths
- Education assistance and internal training programs
- Electric vehicle charging
- Maternity & paternity leave
- Interested in learning more on our robust benefits package we offer? Click here!
