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Field Service Manager

Expired Job

Vivint Concord , CA 94519

Posted 2 months ago

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".Job Description

Who we are:

Vivint Smart Home is the leading Smart Home Technology provider in the United States servicing over 1 million customers with more installed devices than any other company in North America. We are passionate about delivering innovative home technology and are honored to be recognized by Fast Company as the 22nd most innovative company in the world alongside household names like Google, Apple and Amazon.

What you'll do:

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, and train professionals in the effective promotion of Vivint products and services.

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, provide detailed feedback and identify specific areas for improvement and further growth.

Responsibilities:

  • Recruit and hire 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 with regard to measure KPI's

  • Demonstrate new products and services to Professionals, and obtain any needed clarifications prior to 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 also directly addressing customer concerns.

  • Ensure Vivint retains customers by maintaining a high level of quality and timely installation/service.

  • 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 appointment.

  • Ensure customer paperwork, including work orders, customer contracts, etc. are 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 timely, proactive communication.

  • Provide regular updates on team performance and special projects to regional and corporate management.

  • Ensure team has 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, damage to property, and loss of materials and equipment.

  • Set the ideal example of professional appearance and conduct for all direct reports

Position Perks:

  • Company Vehicle

  • Gas Card

  • Cell Phone

  • IPad

  • All the tools necessary to perform the job

Company Perks:

  • 9 Paid Holidays

  • Paid Time Off

  • Employee pricing on smart home products

  • Medical/Dental/Vision/Life Coverage

  • 401(k) Plan & Matching

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Field Service Manager

Expired Job

Vivint