Job Description
Who We Are
Welcome to the intersection of energy and home services. At NRG, we’re driven by the idea of a smarter, cleaner, more connected future—and the possibilities that will bring to the world and to the 7.3 million customers we serve.
Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X.
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 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
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