Manager, Field Service - Cleveland, OH

Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future.

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.

As a Field Service Manager, you will support, measure, and develop Field Service Professionalsthrough leadership, training, and guidance. You will ensure your team of professionalsdeliver outstanding, world-class customer service. Support professionalsin resolving customer questions and concerns. Train professionalsin 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 andidentifyingspecific areas for improvement and further growth.

Required Skills

Recruit and hire top talent, ensuring new-hire paperwork is filled out accurately andsubmittedby specified deadlines.

Train new and existing Professionalsonproper customer engagement techniques.

Improve performance of existing Professionalsregardingmeasure KPI's

Demonstrate new products and services to Professionals and obtain any needed clarifications prior to product / service launches.

Communicatecurrent installation and service policies, procedures, and techniques.

Manage team performance to meet or exceed operational and financialobjectives.

Support and develop Professionals through continued training, coaching, and motivation.

Conduct monthly team meetings in which Professionalsreceive training, share concerns, and set team and individual goals.

Manage employee time tracking and time-off requests.

Reviewcustomer surveys and coach Professionalswhere necessary while also directly addressing customer concerns.

Ensure Vivint retains customers bymaintaininga high levelof quality andtimelyinstallation / service.

Collaborate closely with scheduling teams and other groups to minimize customer appointment rescheduling.

As needed, cover high-priority customer appointments where no Professionalsare available to complete the appointment.

Ensure customer paperwork, including work orders, customer contracts, etc. is completed accurately andtimely.

Coordinate closely with direct-to-home and direct-to-business sales and installation teams to ensurea seamlesscustomer experience.

Work independently while also understanding the need for communicating and coordinating work efforts with leaders and other employees in theorganizationtimely, proactive communication.

Provide regular updates on team performance and special projectstoregional 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 Professionalswork 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.

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 / Protected Veteran Status / Disability. Level, Title and / or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster(The poster can be found athttp : / / www.eeoc.gov / employers / upload / poster_screen_reader_optimized.pdf)

Official description on file with Talent.