Job Description

Field Service Manager

The Field Service Manager will have working knowledge of Field systems operations, procedures, and policies. The position will also use ones field experience as well as managerial skills. Provides leadership and manages overall direction for the industry Installation/Technician team to ensure 100% customer satisfaction. This person is responsible for reviewing performance, addressing escalated issues and resolving problems.

Job responsibilities:

• Provide general oversight and be responsible for a specific office/warehouse location, its’ employees, 1099 contractor technicians, and all operations emanating from that location.
• Manages, motivates, counsels, instructs, and disciplines 1099 contractor techs.
• Responsible for reports and administrative requirements.
• Responsible for holding scheduled organizational and training meetings with techs and management including weekly/monthly-training videos as required to keep up to date with DISH policies and adherences
• Responsible to train new and existing technicians on all aspects of the job, including all Smart Home Services products (and how to effective sell them into the customers home)
• Manages technicians in the field, providing on-site assistance when necessary to insure the highest level of customer service and high quality installations.

Primary responsibilities are described below:

-Support new employees/contractors to create a high performing team

Practice and coach behaviors that ensure quality customer service

Train new and existing Installers/Technicians on effective service techniques and tools

CONDUCTS ON-SITE INSPECTIONS TO EVALUATE AND COACH TEAM MEMBERS REGARDING QUALITY SERVICE

Responsible for monitoring and reporting team's performance.

Requirements: A Field Service Manager must be a highly skilled technician (with above average selling skills) and able to advise field techs and provide them with accurate advice and counseling as needed. Must be a people person and know how to positively motivate. Must be good with managing time. Must be highly experienced and well versed in QA training requirements. QA certification is desired but not required. Must have a history of high quality installations and service. A friendly professional personality is required as you often have contact with the customer. You must provide accurate reporting to the main office regarding the results of QAs and training. Must be able to advise technicians and effectively educate and train them on proper DISH installation, SHS, CSAT and DCR. These descriptions are not inclusive of all the specific duties, however represents the overall scope of work for that position.

Company Description

Installation Pro, LLC specializing in providing Smart Home Services fulfillment installation to the Country's largest contents providers, Installation Pro, LLC has multiple markets throughout the United States. Installation Pro, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, national origin, gender, age, handicap or veteran status. All qualified applicants will be given equal opportunity. Selection decisions are based on job-related factors.