The Field Service Manager will ensure products are installed properly, timely, and according to established manufacturer and industry standards; deliver frequent coaching and performance evaluations to each professional, providing detailed feedback and identifying specific areas for improvement and further growth.
Required Skills:
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Recruit and hire top talent, ensuring new-hire paperwork is filled out accurately and submitted by specified deadlines.
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Train new and existing Professionals on proper customer engagement techniques.
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Improve performance of existing Professionals regarding measure KPI's
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Demonstrate new products and services to Professionals and obtain any needed clarifications prior to product/service launches.
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Communicate current installation and service policies, procedures, and techniques.
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Manage team performance to meet or exceed operational and financial objectives.
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Support and develop Professionals through continued training, coaching, and motivation.
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Conduct monthly team meetings in which Professionals receive training, share concerns, and set team and individual goals.
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Manage employee time tracking and time-off requests.
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Review customer surveys and coach Professionals where necessary while also directly addressing customer concerns.
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Ensure Vivint retains customers by maintaining a high level of quality and timely installation/service.
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Collaborate closely with scheduling teams and other groups to minimize customer appointment rescheduling.
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As needed, cover high-priority customer appointments where no Professionals are available to complete the appointment.
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Ensure customer paperwork, including work orders, customer contracts, etc. is completed accurately and timely.
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Coordinate closely with direct-to-home and direct-to-business sales and installation teams to ensure a seamless customer experience.
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Work independently while also understanding the need for communicating and coordinating work efforts with leaders and other employees in the organization timely, proactive communication.
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Provide regular updates on team performance and special projects to regional and corporate management.
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Ensure the team has the necessary level of Vivint products and equipment and that all products are managed according to policy.
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Ensure Professionals work safely and responsibly to avoid injuries, damage to property, and loss of materials and equipment.
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Set the ideal example of professional appearance and conduct for all direct reports.
NRG Energy, Inc.
1201 Fannin Street
Houston
Texas United States
www.nrg.com/home.html
