District Field Manager (West Region) - Remote

Job Description

Job Description

Job Summary

Sorenson is looking for a customer service-oriented District Field Manager with a passion for helping people who are deaf or have hearing loss communicate with the world. This Manager will be an advocate for select Sorenson products. The role will oversee and support installations of Sorenson products for new customers as well as service calls for existing customers, and ensure that all area goals are accomplished. An important focus for this position is retaining existing customers and educating both deaf and hard-of-hearing individuals about the life-changing benefits of Sorenson’s products and services.

This manager oversees a team of service personnel or Trainers within an assigned area and accomplishes goals set by upper management. They will hire and train personnel in their main duties, which are to: (1) install Sorenson product/services for qualified customers, (2) support in the acquisition of qualified deaf or hard of hearing applicants for Sorenson products, (3) provide the customer with training on Sorenson products and services, and (4) provide ongoing training and field support as needed.

The DFM will focus their efforts on: (1) winning customers from other VRS providers, (2) improving Sorenson's mobile application market penetration, (3) helping customers understand and use Sorenson communication features, and (4) assisting in equipment reactivation where necessary. Ultimately the DM is responsible to ensure that Sorenson's customers within the assigned area are completely satisfied with Sorenson's services.

Essential Duties and Responsibilities

• Hire and train a team of competent trainers, including ongoing training dependent upon needs.
• Ensure every team member has sufficient work, is completing the assigned work and adhering to Sorenson's policies and procedures.
• Oversee inventory requests for the field teams, including routine reconciliations between the field and HQ/warehouse.
• Use Microsoft Dynamics for required processes, including but not limited to reporting, ticketing, and workload tracking.
• Hold frequent conference calls and 1:1s with team to discuss corporate communications, current challenges and concerns.
• Use reports to manage and motivate team to achieve team goals.
• Monitor and approve Trainer’s timesheets.
• Improve the adoption of endpoints.
• Attend regional and corporate trainings.
• Provide competitive information as it is discovered.
• Provide customer demonstrations, trainings, and workshops as needed.
• Organize, manage, and attend community events to find new customers, provide customer education, and build relationships that yield loyal customers.
• Work with Directors and teams to retain current Sorenson customers.
• Coordinate sales efforts to win back customers who have ported away from Sorenson.
• Teach current and potential customers about the features and benefits of Sorenson's services.
• Reactivate customers whose access to VRS has lapsed.
• Provide timely and accurate progress reports to Director of Field Operations and headquarters management team.
• Maintain relationships with key accounts including schools, government agencies, deaf organizations, and companies with multiple deaf employees.
• Complete other ad hoc duties as assigned.

Supervisory Responsibility

This position manages employees and is responsible for the performance management and hiring of the employees.

Travel Requirements

Travel Requirements: 25-50%

Education

Minimum:

• High School Diploma or GED

Preferred:

• 4 Year/Bachelor’s Degree

Experience

Minimum Years of Experience:

• 2 years prior experience as a Sorenson field employee or trainer preferred
• Previous management experience preferred

Knowledge, Skills, and Abilities

• Fluency in ASL required
• Demonstrated understanding of VRS equipment, network infrastructure, high speed internet, modems, routers, and experience installing VRS equipment
• Knowledgeable about network infrastructure, high-speed internet, modems, routers, etc.
• Self-starter with the ability to work from a home-based office in a fast-paced and competitive environment
• Highly organized and disciplined, including the ability to multitask well and maintain productivity with minimal oversight
• Ability to follow directions and orders in all assignments given, keeping focus on priorities while progressing all tasks to completion
• Working knowledge of basic computer functions, including experience working with Microsoft Excel, Outlook, and Word
• Ability to work in a dispersed team environment
• Excellent communication skills, including written English.
• Trustworthy with proprietary company information, keeping such information in strict confidence
• Positive attitude, team player, good interpersonal communication skills and able to work across company departments.

Working Conditions and Physical Requirements

• Primarily work from a home office with reliable high-speed internet access with sufficient bandwidth, with regular travel throughout the assigned area to meet with and train field personnel, visit institutions, attend community events, and periodic travel for events at Sorenson call centers, hotels, or corporate HQ in Salt Lake City.
• Must be able to travel, including having reliable transportation, insurance coverage, and a valid driver's license.
• Must be able to sit for extended periods of time while working on a computer and communicating via video phone.

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Apply today!

Equal Employment Opportunity: Sorenson Communications is an EOE, Disability/Age Employer.

Company Summary

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson’s impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve.

We achieve great things together working “The Sorenson Way” with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.