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