Manager, Field Service- Kansas City, KS

About the role

NRG Energy, through its subsidiary Vivint Smart Home, seeks a Field Service Manager to lead and support a team of professionals in delivering exceptional customer service and ensuring the successful installation and maintenance of smart home solutions.

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 regarding key performance indicators (KPIs).
• 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., is completed accurately and timely.
• Cook up 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.
• Provide 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, damage to property, and loss of materials and equipment.
• Set the ideal example of professional appearance and conduct for all direct reports.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in a supervisory or managerial position.
• Strong interpersonal and communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of smart home technology and installation processes.
• Experience with customer service and problem-solving.
• Ability to work independently and as part of a team.
• Valid driver’s license and reliable transportation.

Qualifications

• Proven ability to motivate and develop a team.
• Strong organizational and time management skills.
• Excellent customer service orientation.
• Ability to work flexible hours, including evenings and weekends.
• Proficiency in Microsoft Office Suite.

Skills

• Customer service skills.
• Leadership and management skills.
• Technical knowledge of smart home systems.
• Communication and interpersonal skills.
• Problem-solving abilities.

Benefits

• Competitive salary and benefits package.
• Health insurance options.
• 401(k) retirement plan.
• Flexible work schedule.
• Professional development opportunities.

Pay

Not specified.

Schedule

Not specified.

Equal Opportunity Employer

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.