Smart Home Consultant Team Manager

ADT•New York, NY

10h

About The Position

ADT is seeking a technically skilled, customer-focused manager to lead a team of 10 to 15 Tech Engineers (TEs), a hybrid sales and technical workforce. The manager takes a hands-on approach to team performance across sales and operational KPIs and develops a high-performing team through training, coaching, recruiting, onboarding, and retention. The role manages the activities of a high-volume TE Design Specialists workforce across a designated geographic footprint and has flexibility to grow the market within broad guidelines. ADT describes its culture as entrepreneurial and fast-paced, with incentive plans that reward positive results. The team conducts in-home consultative walkthroughs to identify vulnerabilities and recommend security and smart home equipment and solutions; installs and configures devices; educates and trains customers; and sets up tailored smart home routines and automations. Team members also generate customer sales and installation appointments through referrals and prospecting, spending approximately 10% of their time on these activities. The manager supports these activities and is accountable for quality, timely job completion and customer retention.

Requirements

3 to 5 years of people leadership experience, including direct experience managing customer-facing team members in a fast-paced, high-volume sales environment.
A proven track record of building and developing high-performing, customer-centric teams.
Excellent interpersonal and communication skills, with firsthand experience in consultative selling and educating customers about products and services.
Strong analytical skills and conceptual problem-solving ability.
A driven, entrepreneurial approach, with the ability to manage a diverse team and achieve budgeted targets with minimal oversight.
Associate degree or equivalent related experience.

Responsibilities

Plan, implement, and manage activities of the High-Volume Tech Engineer Design Specialists workforce for a designated geographic footprint.
Train, mentor, develop, motivate, and coach Tech Engineers to generate leads, upsell equipment, deliver consultative customer experiences, and install smart home products suited to customer needs.
Build relationships between new customers and the ADT brand and product portfolio, and understand and communicate ADT and its smart home solutions.
Participate in recruiting activities to select and hire new Tech Engineers as needed.
Formulate a business plan for cost-efficient service and targeted growth in accordance with established plans and market-share targets.
Conduct regular team huddles and staff meetings to communicate and coach on policies, procedures, techniques, products, services, promotions, area advertising in partnership with local sales leadership, and individual and team metrics.
Conduct regular coaching and formal performance-management conversations with Tech Engineers.
Establish and maintain high-quality, timely job completions to maximize customer retention.
Model and champion ADT values and create a safe environment for discussing and resolving values-related issues and concerns.