Field Service Supervisor (Remote)
About The Position
Comfort starts with our 10,000+ team members across the globe, who are transforming the power of comfort every day. Our employees have the power to change lives, in our homes, work and communities. We foster an inclusive environment while honoring a legacy built on family, where everyone can be themselves. If you are ready to join an industry leading organization where our people are the most important asset, and innovation propels us into the future, you’re ready to take your seat at La-Z-Boy Incorporated. WE BELIEVE IN THE TRANSFORMATIONAL POWER OF COMFORT! Job Summary: Hires, trains, observes, monitors, supervises, and coaches in-home field service technicians. Manages day to day activities of the field service technician repair team to successfully resolve customer concerns. Provide nationwide DTEC product training to the network of dealers, third party service providers and employees. Job Description: KEY RESPONSIBILITIES: Manage day to day performance of field service technicians including routing and dispatching responsibility. Ensure Field Service technicians are delivering consistent, strong customer satisfaction, which is aligned with the corporate strategy, including technical and soft skills. Utilize data to ensure successful achievement of Field Service goals/objectives to ensure goals/objectives are being exceeded. Make recommendations for appropriate staffing levels, skill sets, and training within each service market. Resolve escalated customer concerns, including extensive research relating to the entire service event from delivery to post service. Ensure that proper follow up is provided to customers by Field Service Technicians and Customer Care. Maintains all company owned assets including cell phone, laptop, tools, reporting any concerns to Field Services Manager immediately. Review and approve expenses monthly for direct reports. Control budget expenditures within the scope of field related costs. Manage spending limits for company issued credit cards. Schedule, coordinate and deliver trainings on all aspects of the field business, including full product life cycle. Responsible for hiring decisions. Responsible to issue performance management objectives, reviews, and any applicable corrective action. SCOPE & IMPACT: Supervise up to 16- 20 remote direct reports. Responsible for the productivity, efficiency, training, and development of each direct report. Responsible to provide nationwide outside field customer service on our products while controlling expenses and maintaining a high level of efficiency. Maintain a fleet of 16-20 service vehicles. Working cross functionally to ensure Delivery, Quality, Comfort Care, and R&D are aligned to provide excellent field service.
Requirements
- Bachelor’s degree in supply chain, Business Management or related field, with 4-6 years of relevant experience or equivalent.
- 1-3 years supervisory/leadership experience.
- Written & Oral Communication Skills to a large audience
- Customer-facing field service experience
- Solid Microsoft Office skills
- Valid US issued driver's license
- Maintain acceptable driving record that meets company expectations.
- Previous in-home repair or installation experience
- Proven Leadership skills
- Up to 50% travel.
Nice To Haves
- Furniture repair experience
- Advanced database skills
Responsibilities
- Manage day to day performance of field service technicians including routing and dispatching responsibility.
- Ensure Field Service technicians are delivering consistent, strong customer satisfaction, which is aligned with the corporate strategy, including technical and soft skills.
- Utilize data to ensure successful achievement of Field Service goals/objectives to ensure goals/objectives are being exceeded.
- Make recommendations for appropriate staffing levels, skill sets, and training within each service market.
- Resolve escalated customer concerns, including extensive research relating to the entire service event from delivery to post service.
- Ensure that proper follow up is provided to customers by Field Service Technicians and Customer Care.
- Maintains all company owned assets including cell phone, laptop, tools, reporting any concerns to Field Services Manager immediately.
- Review and approve expenses monthly for direct reports.
- Control budget expenditures within the scope of field related costs.
- Manage spending limits for company issued credit cards.
- Schedule, coordinate and deliver trainings on all aspects of the field business, including full product life cycle.
- Responsible for hiring decisions.
- Responsible to issue performance management objectives, reviews, and any applicable corrective action.
Benefits
- Medical, Vision, Dental and Basic Life Insurance available
- 401k retirement plan with company match of up to 6%.
- Paid time off includes: 9-11 paid holidays each year, two weeks’ prorated vacation as a new hire and either personal time (non-exempt only) or state mandated sick time
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
