Manager, Field Service- Lexington, KY

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

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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.

• 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 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. 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 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 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.

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. EOE 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 http://(Use the "Apply for this Job" box below).)

Official description on file with Talent.