Manager, Field Service- Santa Clarita, CA

Manager, Field Service- Santa Clarita, CA Location: VIRTUAL, CA, US, 00000 Company: NRG Job Responsibilities 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 them in resolving customer questions and concerns, train them in the effective promotion of Vivint products and services, and ensure products are installed properly, timely, and according to established manufacturer and industry standards. Additionally, you will 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 regarding KPI measurement. 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. Coordinate closely with direct-to-home and direct-to-business sales and installation teams to ensure a seamless customer experience. Work independently while also communicating and coordinating work efforts with leaders and other employees in the organization in a timely, proactive manner. 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. Drug & Alcohol Policy 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. EEO Statement EEO 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 at #J-18808-Ljbffr Nrg Bluewater Wind