What are the responsibilities and job description for the Manager, Field Support position at NRG?
Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.
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.
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 :
MINIMUM QUALIFICATIONS :
Why Vivint :
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
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.
