Field Performance Manager

Job description One team.

Global challenges.

Infinite opportunities.

At Viasat, we’re on a mission to deliver connections with the capacity to change the world.

For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate.

We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

Job Responsibilities Viasat is currently seeking a Field Performance Advisor to join our growing team.

In this exciting role, you will perform subscriber service fraud investigations, field quality audits, installations, service calls, upgrades, performance follow ups, quality follow ups and any Field Operations supported project.

In addition, you will troubleshoot and repair customer premise equipment; maintain and requisition parts /equipment inventory for use in day to day activities; and issue reports as required analyzing potential problems with the quality of work performed in the field and providing action items to resolve these issues.

Coordinate Viasat’s fulfillment and retail quality performance and reporting to the quality manager on a regular basis.

Your responsibilities will also include identifying technicians that fail to meet Viasat quality metrics.

Self-manage expenses.

Produce and maintain vehicle, travel, training and quality reports as needed.

Other duties may be assigned include the following: Interface at a local level with fulfillment and retail (dealers) vendors in order to gather installation and service quality information and provide recommendations and assistance for resolving issues and metric improvement.

Provide feedback to fulfillment vendors on installation and service quality within assigned regional areas.

Provide support to Viasat corporate office installations and/or troubleshooting network level testing.

Provide support to companywide satellite launch initiatives.

Interface with internal management, providing recommendations/resolutions for escalations, and for the improvement of related workflow processes.

Provide support to all partner training/certification developments.

Perform VIP/Demo/Employees installation for all corporate events and high-profile activities.

Provide Viasat customer installation support as needed.

Provide onsite/remote technical support as required for all dealers/partners as required.

Manage and provide timely submission of all administrative reporting (expense reports, travel summaries, quality reports) Requirements High School diploma, GED or equivalent experience 4 years experience in a satellite, telephony or cable environment Must live (or have the ability to get there) within 2 hours of our Carlsbad, California office Previous hands-on experience installing satellite, cable or telephony services Excellent written, verbal, and presentation skills Strong organizational and planning skills, including an orientation to detail Proficient with email and strong abilities to utilize and create spread sheets and analyze data using Excel Strong knowledge of safety guidelines Maintain expenses and day to day costs, develop reports to support budget expenditures Maintain and develop reports as required to measure work results.

This should include time management, submission of timecards, meeting work objectives and skill proficiency.

The ability to develop and recommend strategic plans for vendors and measure the results.

Must be able to persuade, win over and develop customer loyalty in a short time by overcoming hostility with an unhappy customer.

The ability to comprehend and quickly resolve issues while educating the customer is paramount.

Obtain and maintain all license requirements in each state where licensing is required Must have and maintain a valid driver’s license Must have a passport or have the ability to obtain one A working knowledge with advanced computer skills with the use of MS Word, Excel, Power Point.

Extensive knowledge of computer operating systems, browsers and e-mail clients.

The ability to analyze and resolve technical problems within networks, computers and satellite premise equipment making decisions based on solid fundamental troubleshooting practices with little or no supervision.

Assist with the development of field training documentation and ongoing support documentation, which includes field evaluation of associated materials Must be able to travel a minimum of 50% of the time, documenting travel, and work performed and remitting paperwork pertaining to travel in a timely manner Essential functions of the job: Ability to perform installations, repairs for all order types Ability to climb ladders Ability to climb, walk and work on roof Ability to lift up to 80 pounds (i.e.

– bag of cement mix) Ability to load and carry equipment Must have a good driving (DMV) record Ability to perform all tasks associated with a standard and non-standard ViaSat escalations, fraud investigations, installations, service calls, upgrades, performance follow ups, quality follow ups, and audits Ability to communicate effectively both written and orally in individual or group settings Ability to work alone with planned route for the day Ability to setup demos as needed across the country If the Federal Executive Order for Government Contractors becomes effective, this role may require vaccination.

In such instance, absent an approved accommodation based on a religious or medical reason, employees in this role will be required to be fully vaccinated no later than applicable deadlines, which are unknown at this point.

Viasat will strive to give individuals as much notice as practicable if a vaccine mandate becomes applicable to this role.

To learn more about this site and other office locations, please click here Additional Requirements and information Minimum education: High School Diploma or GED Years of experience: 4-6 years Travel: Up to 50% Citizenship: None Clearance: None Worker Classification: Regular Apply Share with Facebook LinkedIn Twitter Google Email 06022021