Field Service Lead

Sprout•Ashburn, VA

6h•Onsite

About The Position

Sprout is a global IT hardware retirement provider serving hyperscaler and enterprise clients. It combines a nationwide footprint and international partner network with proprietary software to deliver end-to-end IT asset disposition, certified destruction, and responsible recycling. The company is headquartered in Charlotte, North Carolina, with additional operations near Sacramento, Dallas, and Boston. Founded in 2014, Sprout reports average annual expansion of more than 66% and identifies its core values as One Sprout, Deliver Excellence, and Integrity Matters. The Field Service Lead travels domestically to oversee onsite services and assists with logistics and operations as needed. When not traveling, the role works full-time from Sprout’s Woodland, California facility, supporting the operations department as assigned by facility leadership. The position supervises onsite labor execution, involves extensive customer interaction, and requires frequent travel, sometimes on short notice. Work and travel outside normal business hours may be needed. The role coordinates with onsite coordinators, project managers, labor crews, customers, service providers, and transportation partners to execute white-glove projects, protect and transport sensitive electronics, and maintain customer satisfaction. The Field Service Lead interprets scopes of work, leads or participates in onsite labor, tracks project performance, communicates updates, identifies risks and improvement opportunities, and provides job completion notes and summaries to internal stakeholders.

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, including auditing and reconciliation, safe packaging, loading, warehousing, or transportation.
Experience traveling and responsibly planning travel activities autonomously.
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 with little advance notice, and work or travel outside normal business hours as needed.

Nice To Haves

DG/hazardous-material certification, particularly related to lithium-ion batteries and battery-containing equipment packaging and handling; alternatively, willingness to become certified.
Reverse logistics (ITAD) experience.
Experience with sensitive environments such as client offices and data centers.
Experience with event logistics or other sensitive onsite services requiring a high degree of project execution and professionalism.
Experience with onsite inventory, audits, production control, and reconciliation.

Responsibilities

Coordinate with onsite coordinators, project managers, and assigned labor crews to execute white-glove service projects throughout the United States.
Interpret scopes of work, oversee job completion, and participate hands-on in onsite labor leadership as needed.
Ensure onsite contractors follow defined scopes of work, meet Sprout’s expectations, embody its values, and represent the company professionally.
Work with onsite service providers, transportation partners, and customers to collect and transport goods.
Oversee safe and secure packing, loading, and transportation of sensitive electronics from origin job sites.
Seek ways to improve the onsite customer experience and the effectiveness of planning and work-order execution.
Plan and solve problems autonomously and with urgency; adapt plans to address challenges and sustain project success.
Identify optimization, cost-saving, and customer-experience improvement opportunities.
Coordinate with customer success, project management, logistics coordinators, and internal and external logistics 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 to internal stakeholders after each job, documenting successes, issues, and opportunities for improvement.
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 organizational success.
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 delivering beyond expectations.
Identify execution and customer-experience risks and develop mitigation strategies with logistics coordinators and project managers.
Maintain a positive attitude in the face of adversity and support the logistics and operations departments.