Sleep Number Field Services Supervisor in Lubbock, Texas

Sleep Number is seeking a highly effective Field Services Supervisor. 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 employee engagement within a defined market(s). The Field Services Supervisor models the behavior expected of all technicians while installing the Sleep Number product and providing an exceptional customer experience. This role will be held accountable for the education and training for new hires and all employees in the defined market. The Field Services Supervisor 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. This position will cover our markets in Lubbock, Amarillo, Abilene, and El Paso.

  • Delivering, relocating, assembling, and repairing products to specifications and service recovery situations (70-80%)

  • Model, coach and train on TRUST to drive customer satisfaction within assigned market(s).

  • Ensure the Mission, Vision and DNA are being modeled; communicate company goals and objectives to Technicians to ensure employee engagement

  • Assess performance and adherence to Home Delivery Standard Operating Procedures, leads talent management efforts by providing coaching, performance management and building a talent pipeline to meet and exceed region Key Performance Indicators

  • Champion safety and model safe work habits by ensuring the adherence to safety procedures in the workplace and in customer's homes

  • Leader of daily dock operations to include manifest review, route efficiency and freight accuracy to ensure on time delivery and first time complete, including continuous improvements to drive down cost per stop.

  • Two-way communication to/from Technicians, Regional Manager and Field Service Controller; provides key messages of goals, changes to processes, performance results and updates on critical issues/escalations

  • Confirms team is accurately and timely reporting daily activities, work completion or status of assignments with the provided technology

  • Responsible for ensuring all new hire training/onboarding and additional product/policy training has been completed

  • Ensures all Department of Transportation (DOT) processes and guidelines are followed to include road test certification, valid Medical DOT card and driver’s license

  • Maintain and develop relationships with retail sales team including representing Home Delivery at sales meetings as required

  • In partnership with Regional Manager

  • Recruit, interview and successfully onboard new hires

  • Assist in recognition and on-going development of Technician knowledge and performance.

  • Assists with property damage claims, service quality complaints, injuries and improper conduct complaints.

  • Ensure leased and/or rental vehicles are properly maintained and used.

  • Own and analyze region Profit and Loss and other Key Performance Indicators of market’s performance

  • Execute and influence the market’s Demand Planning, Forecasting, and Reconciliation (labor, overtime, temp, rental)

  • Perform other job duties as related to business needs.

  • Customer Service experience preferred

  • Experience in leading customer facing teams preferred

  • Delivery experience/driving experience preferred

  • Must be 21 years or older

  • 2-3 years of leadership services

  • Proven ability to hire, retain, 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

  • Demonstrate strong leadership and communication skills (written and verbal)

  • Demonstrate ability to execute complex processes in a fast-paced environment

  • High school diploma or GED equivalency required; Bachelor’s Degree preferred

  • 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

  • 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

  • Must be able to lift 200 lbs.

  • Must be able to perform repetitive bending and twisting motions

  • Must be able to work in an environment conducive to changing temperatures

  • Must be able to drive/ride in a vehicle for prolonged periods of time

  • Must be willing to travel for work, up to 20% of time, including overnights stays as needed

Req. #: 2017-14372

External Company Name: Select Comfort Corporation

External Company URL: www.sleepnumber.com