Manager, Field Service- Kansas City, KS

About the role

At Vivint Smart Home, you’ll have the opportunity to make a significant impact on the lives of homeowners by delivering exceptional service and installing innovative 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 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. 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 timely, proactive communication.
• 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

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. Official description on file with Talent. We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.