Field Services Manager

Sleep Number•Albuquerque, NM

About The Position

This role is critical to the Field Services organization as this frontline leader acts as an independent decision maker to advance operational excellence, customer experience and team member engagement within a defined market(s). The Field Services Manager models the behavior expected of all Technicians while providing an exceptional customer experience. This role will provide education and training for new hires and all team members in the defined market. The Field Services Manager will act as a conduit with Field Services leadership regarding market operations and Technician performance. This position manages the tactical activities of a Home Delivery market to achieve the Company’s safety, financial, service level and quality goals to ensure execution to specified delivery standards.

Requirements

High school diploma or GED equivalency required; Bachelor’s Degree preferred
2-3 years of leadership experience within services
Customer Service experience preferred
Delivery experience/driving experience preferred
Must be 21 years or older
Proven ability to hire, lead and inspire a highly technical and remote workforce
Strong understanding of a service environment and infrastructure that promotes service excellence, operational efficiencies, employee engagement, superior customer service, and P&L management
Ability to maintain high morale and engagement with employees and demonstrated strong leadership and communication skills (written and verbal)
Demonstrated ability to execute complex processes in a fast-paced environment
General computer skills inclusive of Microsoft Office Suite programs
Must have excellent customer service and verbal & written communication skills
Must have the ability to work directly with customers and have strong problem-solving skills
Proven ability to train others on job procedures and processes and supervise others
Must be able to use common and power hand tools
Possess a good mechanical aptitude
Must have technical skills to operate smartphones, computers, and other technology related equipment
Must have a valid driver's license and proof of insurance
Must be able to follow safety procedures
Good driving record

Responsibilities

Managing, supervising and supporting all field team members of assigned area
Champion safety by ensuring the adherence to safety procedures in the workplace
Ensures all Department of Transportation (DOT) processes and guidelines are followed and all Sleep Number trucks meet safety and productivity standards
Lead daily dock operations to include scheduling and manifest review, route efficiency and freight accuracy to ensure on time delivery and first time complete, focusing on continuous improvement in efficiencies to drive down cost
Monitor and assess team and individual performance; ensures processes are adhered to, performs talent management efforts by providing coaching, performance management and building a talent pipeline
Create open lines of communication for field team members for on the job questions and concerns, escalating to Field Services leadership as a speaker for the field. Provides consistent two-way communication to and from team members to inform of key messages, goals, changes to processes, and performance results.
Drive team member engagement and recognition efforts
Responsible for recruiting, interviewing and successfully onboarding all new hires
Partner with Region/Territory Manager on strategy and efficiencies inclusive of analyzing area P&L and performance metrics; vendor partnerships inclusive of temp agency and truck rentals; and influence the market’s demand planning and forecasting
Develop and maintain relationships with Retail sales team leaders; partner to resolve customer issues or escalations
Conduct visits in customer’s home including driving to/from homes, delivery, relocating and assembling/repairing products to specifications and service recovery situations.
Focusing while on route of modeling, coaching and training on TRUST and Home Delivery Operating Procedures to drive adherence and customer satisfaction
Ensure the Sleep Number mission, vision and values are being modeled