Manager, Field Service - Anchorage, AK

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.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Welcome to the intersection of energy and home services. At NRG, we're driven by the idea of a smarter, cleaner, more connected future-and the possibilities that will bring to the world and to the 7.3 million customers we serve.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X.

As a Field Service Manager, you will support, measure, and develop Field Service Professionalsthrough leadership, training, and guidance. You will ensure your team of professionalsdeliver outstanding, world-class customer service. Support professionalsin resolving customer questions and concerns. Train professionalsin 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

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  Recruit and hire top talent, ensuring new-hire paperwork is filled out accurately and submitted by specified deadlines.

  
  

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  Train new and existing Professionalson proper customer engagement techniques.

  
  

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  Improve performance of existing Professionalsregarding measure KPI's

  
  

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  Demonstrate new products and services to Professionals and obtain any needed clarifications prior to product/service launches.

  
  

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  Communicate current installation and service policies, procedures, and techniques.

  
  

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  Manage team performance to meet or exceed operational and financial objectives.

  
  

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  Support and develop Professionals through continued training, coaching, and motivation.

  
  

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  Conduct monthly team meetings in which Professionalsreceive training, share concerns, and set team and individual goals.

  
  

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  Manage employee time tracking and time-off requests.

  
  

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  Review customer surveys and coach Professionalswhere necessary while also directly addressing customer concerns.

  
  

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  Ensure Vivint retains customers by maintaining a high level of quality and timely installation/service.

  
  

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  Collaborate closely with scheduling teams and other groups to minimize customer appointment rescheduling.

  
  

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  As needed, cover high-priority customer appointments where no Professionalsare available to complete the appointment.

  
  

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  Ensure customer paperwork, including work orders, customer contracts, etc. is completed accurately and timely.

  
  

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  Coordinate closely with direct-to-home and direct-to-business sales and installation teams to ensure a seamless customer experience.

  
  

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  Work independently while also understanding the need for communicating and coordinating work efforts with leaders and other employees in the organization timely, proactive communication.

  
  

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  Provide regular updates on team performance and special projects to regional and corporate management.

  
  

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  Ensure the team has the necessary level of Vivint products and equipment and that all products are managed according to policy.

  
  

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  Ensure Professionalswork safely and responsibly to avoid injuries, damage to property, and loss of materials and equipment.

  
  

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  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://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.