Field Service Manager

Field Service Manager,

Vivint Smart Home, Cincinnati, OH

Job Description

As a Field Service Manager, you will support, measure, and develop Field Service Professionals through leadership, training, and guidance. You will ensure your team of professionals deliver outstanding, world-class customer service. Support professionals in resolving customer questions and concerns. Train professionals in the effective promotion of Vivint products and services.

The Field Service Manager will ensure products are correctly installed, timely, and according to the 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

• Recruit top talent, ensuring new-hire paperwork is filled out accurately and submitted by specified deadlines.
• Train new and existing Professionals on proper customer engagement techniques.
• Improve performance of existing Professionals concerning measure KPIs
• Demonstrate new products and services to Professionals, and obtain any needed clarifications before product/service launches.
• Communicate current installation and service policies, procedures, and techniques.
• Manage team performance to meet or exceed operational and financial objectives.
• Support and develop Professionals through continued training, coaching, and motivation.
• Conduct monthly team meetings in which Professionals receive training, share concerns, and set team and individual goals.
• Manage employee time tracking and time-off requests.
• Review customer surveys and coach Professionals where necessary while directly addressing customer concerns.
• Ensure Vivint retains customers by maintaining high quality and timely installation/service level.
• Collaborate closely with scheduling teams and other groups to minimize customer appointment rescheduling.
• As needed, cover high-priority customer appointments where no Professionals are available to complete the Work.
• Ensure customer paperwork, including work orders, customer contracts, etc., is completed accurately and timely.
• Coordinate closely with direct-to-home and direct-to-business sales and installation teams to ensure a seamless customer experience.
• Work independently while also understanding the need for communicating and coordinating work efforts with leaders and other employees in the organization in timely, proactive communication.
• Regular updates on team performance and special projects to regional and corporate management.
• Ensure the team has the necessary level of Vivint products and equipment and that all products are managed according to policy.
• Ensure Professionals work safely and responsibly to avoid injuries, property damage, and loss of materials and equipment.
• Set the ideal example of professional appearance and conduct for all direct reports

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