Senior Vendor Management Specialist - HME - Carlsbad, CA

Hospitality & Specialty Communications , an HME company, is known for creating industry-leading products and services for restaurants. Our success is built around people who have a strong passion for excellence and a devotion to innovation. With 45 years of experience, we have a thorough understanding of the high demands that our customers face in order to meet the rapidly changing needs of the industry.
We are currently recruiting for a Senior Vendor Management Specialist . As the Senior Vendor Management Specialist, you will be responsible for all aspects of identifying potential HME Authorized Technicians, managing the on-boarding process, and ensuring all paperwork/insurance is current and on file prior to submitting New Installer Training requests. What you will do in this position: Works with PM / Installation Teams to identify areas in need of additional technicians Utilizes available resources (existing installers, Internet, trade publications, and customers) to find potential technicians Qualifies potential technicians by utilizing Installer Profile Form to ensure alignment with HME Core Values and labor rates Ensures all required paperwork (Installer Agreement, Code of Conduct, Installer Standards, Certificate of Liability Insurance, W9, etc) is in place prior to New Installer Training Works with Training Group to make sure new technicians are properly trained and training records are kept up to date for all technicians Utilizes reporting functions (ERP and PowerBI) to track response time rates, adherence to schedules, FSO decline rates, return trip rates, and financial KPI’s Creates and administers customer satisfaction surveys to measure customer service levels by technician Works with Training Team to conduct workmanship audits of recent installations Manages Installer Scorecard for each technician and publishes on a quarterly basis Updates Installer Priority Levels on Mapping Program based on current performance levels, thus rewarding those that perform at the highest levels with the most work Prioritize, create, and administer Performance Improvement Plans for technicians whose work is not consistently meeting minimal acceptable standards Travel to 1-2 Installers each month to meet with them in person to build relationships, address issues, identify growth opportunities, and conduct workmanship audits with technicians Receives, tracks, and addresses complaints about technicians as they’re received by Tech Support (Installer Feedback Tickets), Project Management, Installation Coordination, Sales, or direct from Customers, with a follow up to the sender Ensures that every technician has necessary paperwork current and systematically suspends FSO distribution to those non-compliant Follows up with technicians with expired Certificate of Liability Insurance documents and suspends FSO distribution to those not compliant Documents and tracks training completions by technician and training subject matter Recommends additional training that is needed to keep technician performance at expected standards Works with the Project Coordinators, Installation Coordinators, and Tech Support Team to ensure workload is distributed based on proximity to customer, with priority given to the highest performing technicians and availability to meet established SLA’s Tracks volume of service call / installation FSO’s that are assigned to each technician to insure workload is distributed in the best manner to meet our customer service expectations while maintaining profitability goals What you need to succeed in this position: 3+ years’ experience BA/BS (college graduate) - Preferred 20% travel required Ability to supervise others Excellent customer service experience Good negotiation skills Excellent problem-solving skills Ability to use a PC and software such as Word, Excel, PowerPoint, and PowerBI Excellent written, verbal communication and organizational skills Advanced reporting capabilities Good presentation and public speaking skills
Our benefits package includes 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, life insurance, 401K contributions, and tuition reimbursement. The employee must regularly lift and move between 10-25 pounds. About HME Five companies. One family name. The HME family of companies is the leading provider of clear, reliable communication solutions for a variety of niche markets; from world-famous restaurant chains to major television networks and global live events to military, aerospace, and government applications - HME products are preferred in 100+ countries.
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