Vivint is a leading smart home company in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation and support delivered by its Smart Home Pros, as well as 24/7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than 1.8 million customers throughout the U.S. and Canada. Vivint was named by Forbes as the “Best Home Security Company of 2022” as well as making Forbes’ list of “Best Employers for Diversity 2022”. The company is the largest tech employer in Utah while being Newsweek’s Top 100 “Most Loved Workplaces” in the US for 2021 and is on Inc Magazine’s Best Led Companies list. For more information, visit www.vivint.com. Vivint Smart Home is aware and addressing the rapidly evolving situation with the COVID-19 virus. We want you to know that we are monitoring the virus and impact closely and taking actions to keep our workplace healthy and minimize disruptions to our customers. Now more than ever we appreciate the importance of coming together to protect families and their homes. Some of these measures that relate to candidates include virtual interviews, and work-from-home opportunities. We value you as a candidate and hope you and your families stay healthy and appreciate your support in keeping our global community safe during these unprecedented times. Thank you. Job Description Field Service Manager 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 professionals in resolving customer questions and concerns. Train professionals in 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 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 with regard to 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. are 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 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 team has 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 #CB If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".