Activations Manager - Field Service Manager

POSITION SUMMARY         The Manager of Activations will oversee a team of technicians that install and activate smart home technology varying from security, lighting, small appliances, video, and others. The Manager of Activations will report to the Director of Activations and Service.

CORE RESPONSIBILITIES:

• Responsible for overseeing Sr. Tech with regards to quality assurance activity including inspections and reports
• Interviews and hires new technicians in their region
• Conducts all classroom training
• Manages field performance (CSAT, Cycle Times, Quality)
• Manages fleet of vehicles within their region
• Ensure that all Field Technicians complete all work in Service Max
• Follow all department processes and procedures (pre-call, 10-19, etc.)
• Conduct training in the field for home automation
• Create program to train and evaluate technicians
• Supervise, collaborate and finalize the writing of training documents
• Create PPT presentations
• Produce Reports as requested
• Manage Technician Schedules
• Responsible for ensuring final resolution of all service tickets that have escalated from the field
• Monitors equipment and materials
• Handles elevated issues from divisions 

CORE SKILLS AND COMPETENCIES

Technical Skills:

• Ethernet wiring and cable management
• Basic network configuration
• Use of test equipment (Network tester, Toner, FVD, etc.)
• Use of technology tools (Tablet, phone, laptop)
• Basic network troubleshooting
• Smart home technology knowledge
• Complex Wi-Fi network setup(switching, access points, configuration)
• Use of MS Word, Excel, and Email

Job Skills:

• Remains up-to-date on all job-related updates
• Drives safely, obey all traffic laws and posted speed limits when operating a company vehicle
• Embraces change with a positive demeanor
• Ability to troubleshoot wiring faults using a variety of test equipment
• Knows how to configure home automation products
• Ability to deal with challenging technical situations in the field with limited supervision
• Demonstrates excellent problem solving and conflict resolution skills
• Demonstrates flexibility in traveling to different divisions when needed
• Performs observations of other technicians and provides coaching as needed
• Responsible for queue management and work assignments, capable of communicating challenges to both team members and management
• Capable of training colleagues on processes and procedures

Customer Service Skills:

• Excellent Communication Skills both verbal and written
• Good Listing and problem-solving skills
• Represents an image of integrity and professionalism
• Promotes a positive company image (uniform, clean company vehicle, good communication skills)
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations
• Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines

EDUCATION AND EXPERIENCE REQUIREMENTS:

• High School Diploma or GED required. Bachelor Degree preferred
• 4 years residential customer service or equivalent experience
• Experience managing teams in the field
• Network cabling knowledge (Cat5e)
• Phone cabling knowledge
• Excellent communication skills, verbal and written
• Experience with Wi-Fi configuration
• Familiarity with smartphones, tablets, smart TVs and other Wi-Fi peripheral.
• Strong organizational and interpersonal skills
• Valid, unrestricted Motor Vehicle License and clean driving record

PHYSICAL REQUIREMENTS:

Requires the ability to work eight hours per day in the field, the ability to operate a motor vehicle, climb stairs, climb ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds, occasionally operate construction equipment.  Finger dexterity may be required to operate a computer keyboard and calculator. May be required to go work in confined spaces such as attics and closets.

TRAVEL REQUIREMENTS:

• You will need a credit card to book your hotel and cover travel expenses
• All Mileage and travel expenses including meals are reimbursed per our travel policy

CONTACTS:              

Regular contact with executives, division personnel, subcontractors, homeowners, property managers. Occasional contact with City officials and outside consultants.

ADDITIONAL REQUIREMENTS:

Ability to:

• Meet schedule and time frames set by the scheduling team
• Interact well with co-workers
• Understand and follow work rules and procedures
• Adhere to performance standards
• Consistently meet performance goals and strive to exceed them
• Be open to and accepting of constructive criticism
• Perform as a team player

FSLA STATUS:   Exempt