Field Operations Lead

Job Description

Ensures quality and timely service to the customer through indirect supervision and development of a team of lawn care specialists. Provides mentoring, development, and exemplifies leadership qualities to field staff so that they may positively impact customer retention. Tru Green values career growth and development, and this position is included as part of the career path for future leadership roles in service management.

• Engages in production route activity based on branch needs.

• Supports branch leaders to ensure Service Specialist goals are met. Maintains positive morale among personnel and actively promotes teamwork.

• Coaches and develops lawn specialists and trainees and shares feedback with branch leaders.

• Works with branch leaders to identify ways to increase customer retention.

• Mentors existing staff by sharing best practices, tips and techniques. Role models positive behaviors on the job.

• Supports new hires with obtaining lawn care licensure by providing one‑on‑one coaching and instruction.

• Assists branch leaders with new hire onboarding.

• Conducts and/or assists branch leaders with new hire training in customer service skills, technical skills, safety policies and procedures.

• May assist in preparation of work schedules, as well as monitor and communicate duties to Service Specialists.

• May assist in conducting branch meetings as well as attend weekly regional meetings.

• Performs frequent checks on customer properties and evaluates the quality of service provided to customers. Engages customers and potential customers where available.

• Responds on a timely basis to customer requests for telephone and in‑person service calls to promote customer satisfaction and retention. Ensures diplomacy concerning customer service‑related concerns.

• Takes initiative to identify problems and propose solutions to overcome challenges and improve operations.

• Facilitates and documents truck rides to ensure Service Specialists are adhering to policies and procedures. Documents and assists with daily vehicle inspections during AM/PM gate checks. Validates completed production forms.

• Assists with check outs in the warehouse and may ensure nightly filling operations are completed.

• High school diploma/GED and 3-5 years of lawn care experience required.
• Requires extensive local travel. Valid, permanent driver’s license from state of residence.
• Must be 21 years of age by date in role.

• Knowledge of service industry
• Excellent verbal and written communication skills
• Ability to communicate effectively at all levels
• Talent development skills
• Team building skills
• Ability to prioritize and manage projects
• Ability to develop and execute plans