Manager, Field Service- Lexington, KY

Overview

Welcome to the intersection of energy and home services. At NRG, we’re driven to propel the next generation of leaders forward and create a smarter, cleaner, more connected future. We deliver innovative solutions that help customers power, protect, and intelligently manage their homes and businesses. We seek creative and talented people to join our company.

We offer a dynamic work environment and an inclusive culture. NRG fosters a strong sense of belonging that supports collaboration and business performance. Our programs help employees develop the skills they need for success now and in the future, while championing our employees and delivering value to customers, investors and society.

More information is available at  Connect with NRG on Facebook, Instagram, Linked In and X.

• Support, measure, and develop Field Service Professionals through leadership, training, and guidance to deliver outstanding, world-class customer service.
• Train professionals in the effective promotion of Vivint products and services.
• Ensure products are installed properly, timely, and according to manufacturer and industry standards; deliver coaching and performance evaluations with detailed feedback and identify areas for improvement.
• Recruit and hire top talent, ensuring new-hire paperwork is completed accurately and submitted by deadlines.
• Train new and existing Professionals on proper customer engagement techniques.
• Improve performance of Professionals by measuring KPIs and driving results.
• Demonstrate new products and services to Professionals and obtain clarifications prior to launches.
• Communicate current installation and service policies, procedures, and techniques.
• Manage team performance to meet or exceed operational and financial objectives.
• Support and develop Professionals through ongoing training, coaching, and motivation.
• Conduct monthly team meetings to provide training, address concerns, and set goals.
• Manage employee time tracking and time-off requests.
• Review customer surveys and coach Professionals; directly address customer concerns as needed.
• Ensure Vivint retains customers by maintaining high quality and timely installation/service.
• Collaborate with scheduling teams and other groups to minimize customer appointment rescheduling.
• As needed, cover high-priority customer appointments when no Professionals are available.
• Ensure customer paperwork (work orders, contracts, etc.) is completed accurately and timely.
• Coordinate with direct-to-home and direct-to-business sales and installation teams to ensure a seamless customer experience.
• Work independently while communicating and coordinating efforts with leaders and other employees in a timely, proactive manner.
• Provide regular updates on team performance and special projects to regional and corporate management.
• Ensure the team has the necessary level of Vivint products and equipment and that all products are managed according to policy.
• Ensure Professionals work safely and responsibly to avoid injuries, property damage, and loss of materials and equipment.
• Set the example of professional appearance and conduct for all direct reports.

• Required Skills:
  
  Recruiting and hiring top talent with accurate paperwork and deadline adherence.
• Training and coaching experience for professionals in customer engagement and product promotion.
• Experience in KPI-driven performance improvement and managing team objectives.
• Ability to demonstrate products, obtain clarifications, and communicate policies and procedures effectively.
• Strong collaboration with scheduling, sales, and installation teams to ensure a seamless customer experience.
• Ability to work independently and coordinate with leadership and colleagues; strong communication skills.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and applicable collective bargaining agreements, employees are subject to periodic random drug testing and post-accident or reasonable suspicion testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on experience or skills.

EEO is the Law Poster (the poster can be found at http://(Use the "Apply for this Job" box below).).

Official description on file with Talent.