Manager, Field Support

The Role:

The tier 2 Field Support Manager is responsible for the performance of the Field Support department, specifically Field Account Creations (FAC) and Field Tech Support (FTS). Field Support interacts with Vivint's Field Service Professionals in the field assisting with trouble shooting on a variety of work orders. Assistance is provided via chat, Microsoft teams, phone calls, and email. The Manager should be concerned with the skills, development, and efficiencies of their Field Support team, the experience of the Field service professionals needing support, and the indirect experience of the customer being supported by the installing or serving Pro.

The Manager is tasked with overseeing various business improvement projects to improve internal processes and systems. The Manager is also tasked with managing various initiatives with both VT for technology systems and Innovation for products to help reduce impact on Field Service Professionals in the field.

What you will be working on:

The primary responsibility will be to manage the day-to-day operations and align with department objectives. The Manager will use various software, reporting, and data to monitor and measure team performance. They will coach, develop, and discipline individual contributors that report to them. They are responsible for monitoring team and individual performance metrics and attendance. They will be tasked with identifying strategic initiatives to better partner with our Field Operations teams.

Who you will work with:

The manager will work with Field Management, Field Ops Management, Field Ops VT groups, Innovation groups, and Customer Care groups.

What we're looking for:

JOB RESPONSIBILITIES:

• Overseeing day-to-day operations of Tier 2 teams (FAC and FTS)
• Developing and training leaders and frontline Advisors on the team
• Maintain and promote a world-class culture
• Overseeing updates for Monthly Business Reviews from Field Support for Field Ops leadership
• Building relationships within the Field Operations team
• Assist in escalated scenarios from Field Operations
• Maintain and promote an environment of compliance and security
• Accurately document and update records in required systems (Mainly Salesforce)
• A Field Service Professional advocate: someone that can relate to them and provide effective solutions
• Flexible to help identify issues impacting the Field Operations team

REQUIRED SKILLS:

• Prior management experience
• Understanding of agile workflows
• Ability to partner and empathize with other teams
• Understand user flows for Tech Genie/Equipment/Salesforce
• Able to manage a budget
• Develop direct reports professionally
• Critical thinking skills
• Advocate for the Field
• Self-driven
• Motivated

MINIMUM QUALIFICATIONS:

• 3+ years management experience
• Bachelors degree preferred
• 2+ years managing team-based initiatives and projects
• Data Entry experience preferred
• Inbound/Outbound call center experience preferred
• Knowledge of Vivint's equipment and software
• Understand and exemplify Vivint Core Values while holding the team to those standards
  
  

Why Vivint:

• Paid holidays and flexible paid time away
• Your choice between Mac or PC
• Employee pricing on smart home products
• Casual dress code
• Onsite gym, gaming tables across our campus
• Onsite health clinic
• Medical/dental/vision/life coverage

What We Stand For:

Honesty and Integrity Come First

Do the right thing

Customer Obsession is Our Advantage

A relentless passion to serve the customer

Innovation is Essential

Today's innovation is tomorrow's lifeblood

We Win Together

Individuals win games: teams win championships

Exceptional is Expected

Talk is cheap: create value, not just motion

We Give Back

Helping people is core to our DNA