Field Service Lead

Sprout•Dallas, TX

About The Position

The Field Service Lead travels frequently throughout the United States to oversee onsite service execution and support logistics and operations activities. When not traveling, the position works full-time at Sprout’s Woodland, California facility, supporting the operations department as assigned by facility leadership. The role involves supervising onsite labor, interacting extensively with customers, and ensuring sensitive electronics are handled, packed, loaded, and transported safely and securely. Frequent travel may be required on short notice, as well as work and travel outside normal business hours. The Field Service Lead works across teams and with customers, contractors, transportation partners, and vendors to plan and execute white glove service projects. The role requires interpreting scopes of work, leading and sometimes participating in onsite labor, adapting plans to address challenges, communicating project updates, and pursuing improvements to customer experience, execution, and cost efficiency. The position also uses applications and web-based systems for shipment coordination and reporting, measures project performance, and provides post-job summaries and escalations to internal stakeholders and management.

Requirements

Working knowledge of Microsoft Office applications, including Outlook, Word, and Excel.
Willingness to learn new workflows and participate in continuous training.
Working knowledge of IT assets and/or high-value asset protection, packaging, and security methods.
Experience with onsite logistics services such as audits and reconciliation, safe packaging, loading, warehousing, or transportation.
Experience planning and undertaking travel autonomously and responsibly.
Demonstrable knowledge and experience in safe handling, packing, and physical labor execution.
Demonstrable experience leading and coordinating team efforts, with attention to process and efficiency improvements in tactical onsite execution.
Experience optimizing labor activities, reducing labor waste, and removing bottlenecks.
Ability to travel frequently throughout the United States, sometimes on short notice, and work or travel outside normal business hours as needed.

Nice To Haves

Reverse logistics (ITAD) experience is strongly preferred.
Experience in sensitive environments such as client offices and datacenters is highly preferred.
Experience with event logistics or other sensitive onsite services requiring a high degree of project execution and professionalism is highly preferred.
Experience with onsite inventory, audits, production control, and reconciliation is preferred.
DG/hazardous materials certification, particularly for lithium-ion batteries and battery-containing equipment packaging and handling, or willingness to become certified.

Responsibilities

Work with onsite coordinators, project managers, and labor crews to execute white glove service projects throughout the United States.
Interpret scopes of work, oversee completion of white glove jobs, and participate in and lead onsite labor crews as needed.
Ensure onsite contractors follow scopes of work, meet Sprout’s expectations, embody its core values, and represent the company well.
Coordinate with onsite service providers, transportation partners, and customers to collect and transport goods.
Oversee safe and secure packing, loading, and transport of sensitive electronics from job sites.
Identify ways to improve the onsite customer experience and the effectiveness of planning and work order execution.
Plan and solve problems autonomously with urgency; adapt plans to address challenges and maintain project success.
Identify opportunities for optimization, cost savings, and customer-experience improvements.
Coordinate across customer success, project management, logistics, and other internal and external teams to deliver onsite service and maintain customer satisfaction and confidence.
Learn and use applications and web-based systems to facilitate shipments and reporting.
Maintain communication with customers, facility personnel, vendors, and other stakeholders about job planning and execution.
Provide job-completion notes and summaries describing successes, issues, and opportunities for improvement and optimization.
Travel frequently throughout the United States, sometimes with little advance notice, and work or travel outside normal business hours as needed.
Support department leaders and perform other duties assigned to support customers and the organization.
Measure onsite project performance using appropriate tools and techniques.
Report and escalate issues to management as needed.
Communicate with clients virtually and in person to identify needs and provide updates.
Foster long-term client relationships and satisfaction by consistently exceeding expectations.
Identify execution and customer-experience risks and develop mitigation strategies with logistics coordinators and project managers.
Maintain a positive attitude when facing adversity and support the logistics and operations departments.