District Field Manager (West Region)

Sorenson Communications•Salt Lake City, UT

3d•Hybrid

About The Position

Sorenson is seeking a customer service-focused District Field Manager for the West Region, passionate about empowering individuals who are deaf or hard of hearing to communicate. This role involves advocating for Sorenson products, overseeing installations for new customers, and managing service calls for existing ones. A key aspect of this position is customer retention and educating individuals about the benefits of Sorenson’s products and services. The manager will lead a team of service personnel or Trainers within an assigned area, responsible for hiring, training, and ensuring team members meet performance goals. Primary duties for the team include installing Sorenson products, supporting the acquisition of qualified customers, providing customer training, and offering ongoing field support. The District Field Manager will focus on winning customers from competitors, increasing the adoption of Sorenson's mobile application, educating customers on communication features, and assisting with equipment reactivation. The ultimate goal is to ensure complete customer satisfaction within the assigned region.

Requirements

Fluency in ASL required
Demonstrated understanding of VRS equipment, network infrastructure, high speed internet, modems, routers, and experience installing VRS equipment
Knowledgeable about network infrastructure, high-speed internet, modems, routers, etc.
Self-starter with the ability to work from a home-based office in a fast-paced and competitive environment
Highly organized and disciplined, including the ability to multitask well and maintain productivity with minimal oversight
Ability to follow directions and orders in all assignments given, keeping focus on priorities while progressing all tasks to completion
Working knowledge of basic computer functions, including experience working with Microsoft Excel, Outlook, and Word
Ability to work in a dispersed team environment
Excellent communication skills, including written English.
Trustworthy with proprietary company information, keeping such information in strict confidence
Positive attitude, team player, good interpersonal communication skills and able to work across company departments.
Must be able to travel, including having reliable transportation, insurance coverage, and a valid driver's license.

Nice To Haves

2 years prior experience as a Sorenson field employee or trainer preferred
Previous management experience preferred

Responsibilities

Hire and train a team of competent trainers, including ongoing training dependent upon needs.
Ensure every team member has sufficient work, is completing the assigned work and adhering to Sorenson's policies and procedures.
Oversee inventory requests for the field teams, including routine reconciliations between the field and HQ/warehouse.
Use Microsoft Dynamics for required processes, including but not limited to reporting, ticketing, and workload tracking.
Hold frequent conference calls and 1:1s with team to discuss corporate communications, current challenges and concerns.
Use reports to manage and motivate team to achieve team goals.
Monitor and approve Trainer’s timesheets.
Improve the adoption of endpoints.
Attend regional and corporate trainings.
Provide competitive information as it is discovered.
Provide customer demonstrations, trainings, and workshops as needed.
Organize, manage, and attend community events to find new customers, provide customer education, and build relationships that yield loyal customers.
Work with Directors and teams to retain current Sorenson customers.
Coordinate sales efforts to win back customers who have ported away from Sorenson.
Teach current and potential customers about the features and benefits of Sorenson's services.
Reactivate customers whose access to VRS has lapsed.
Provide timely and accurate progress reports to Director of Field Operations and headquarters management team.
Maintain relationships with key accounts including schools, government agencies, deaf organizations, and companies with multiple deaf employees.
Complete other ad hoc duties as assigned.