What are the responsibilities and job description for the Field Supervisor position at Asurion?
Supervisor, Delivery Expert Setup
For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.
We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.
What you will be doing:
The Supervisor, Delivery Expert Setup (DES) supervises and coordinates the daily activities of the DES Operation. The main responsibility of a Supervisor is to motivate, develop, and guide a team of remote, DES Technicians across the U.S. to ensure their ability to provide outstanding customer service, offer our connected home product consistently, and follow through tasks effectively. DES Technicians will be entirely remote with their Supervisor acting as their primary point of contact. Supervisors will be accountable for managing Technician schedules and monitoring staffing levels. Supervisors will also ensure compliance and provide coaching to all Technicians.
Essential Duties and Responsibilities:
Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love... no matter the type of tech or where you purchased it.
For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.
We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.
What you will be doing:
The Supervisor, Delivery Expert Setup (DES) supervises and coordinates the daily activities of the DES Operation. The main responsibility of a Supervisor is to motivate, develop, and guide a team of remote, DES Technicians across the U.S. to ensure their ability to provide outstanding customer service, offer our connected home product consistently, and follow through tasks effectively. DES Technicians will be entirely remote with their Supervisor acting as their primary point of contact. Supervisors will be accountable for managing Technician schedules and monitoring staffing levels. Supervisors will also ensure compliance and provide coaching to all Technicians.
Essential Duties and Responsibilities:
- Managing and instructing the daily activities of DES Technicians
- Using all available instruments to ensure effective supervision, planning, and managing functions
- Developing Technicians towards reaching full potential on key performance metrics
- Driving sales, operational, and customer service metrics by motivating Technicians, holding them accountable for their performance, and providing consistent and targeted feedback
- Demonstrating an understanding of sales behaviors and resources and customer service best practices. Ensuring Technicians are knowledgeable about the products, and Serve, Solve, and Sell in every customer interaction
- Using data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
- Carrying out coaching, training, and performance management of all Technicians
- Acting as an information source and answering Expert questions, assigning tasks, following up and giving instructions as needed
- Resolving client and internal complaints and questions
- Ensuring that the team members acquire the appropriate support, instruments, and training to apply skills and knowledge on the job
- Carrying out performance measurement and evaluation of all Technicians to improve efficiency
- Communicating solutions, effectiveness, best practices, and opportunities within the organization
- Practicing and ensuring compliance with Asurion and client policies and procedures
- Ability to inspire trust and credibility to support Technicians
- Ability to motivate and coach remote employees
- Must be able to ensure Technicians are meeting or exceeding client expectations
- Excellent interpersonal skills—ability to develop effective relationships with internal and external professionals both virtually and face-to-face
- Excellent team developing skills
- Experience supporting and delivering on sales requirements
- Ability to plan well and prioritize multiple projects simultaneously
- Maintain character under tight pressure in an adaptable environment
- Excellent critical thinking skills to collect appropriate data and make good decisions quickly
- Excellent written and verbal communication skills
- Bachelor’s degree or associate degree from an accredited institution or equivalent work experience
- 1 year(s) of supervisory experience with an excellent aptitude for motivating and coaching employees
- Technical experience in assembling and/or dissembling electronic devices preferred
- Passion for technology
- Technical certifications preferred
- Demonstrated team developing experience, must have a track record of developing teams that consistently exceed client expectations
- Located in same region as team and willing to travel up to 30% if needed
- Have reliable transportation. Able to be on site at the Forward Stocking Locations and In Home jobs as needed
- Competitive pay and benefits including health, dental, and vision
- Retirement savings plan
- Paid time off
- Continuing education support
- Ongoing training to grow your skills
Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love... no matter the type of tech or where you purchased it.
