Field Service Supervisor

Position PurposeThis 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 team member engagement within a defined market(s).

The Field Services Supervisor models the behavior expected of all Technicians while providing an exceptional customer experience.

This role will provide education and training for new hires and all team members 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.Primary Responsibilities20% of role
– Conduct visits in customer’s home including driving to/from homes, delivery, relocating and assembling/repairing products to specifications and service recovery situations.Focusing while on route of modeling, coaching and training on TRUST and Home Delivery Operating Procedures to drive adherence and customer satisfactionEnsure the Sleep Number mission, vision and values are being modeled80% of role -Managing, supervising and supporting all field team members of assigned areaChampion safety by ensuring the adherence to safety procedures in the workplaceEnsures all Department of Transportation (DOT) processes and guidelines are followed and all Sleep Number trucks meet safety and productivity standardsLead daily dock operations to include scheduling and manifest review, route efficiency and freight accuracy to ensure on time delivery and first time complete, focusing on continuous improvement in efficiencies to drive down costMonitor and assess team and individual performance; ensures processes are adhered to, performs talent management efforts by providing coaching, performance management and building a talent pipelineCreate open lines of communication for field team members for on the job questions and concerns, escalating to Field Services leadership as a speaker for the field.

Provides consistent two-way communication to and from team members to inform of key messages, goals, changes to processes, and performance results.Drive team member engagement and recognition effortsResponsible for recruiting, interviewing and successfully onboarding all new hiresPartner with Region/Territory Manager on strategy and efficiencies inclusive of analyzing area P and performance metrics; vendor partnerships inclusive of temp agency and truck rentals; and influence the market’s demand planning and forecastingDevelop and maintain relationships with Retail sales team leaders; partner to resolve customer issues or escalationsPerform other job duties as related to business needsPosition RequirementsCustomer Service experience preferredDelivery experience/driving experience preferredMust be 21 years or older2-3 years of leadership servicesProven ability to hire, lead and inspire a highly technical and remote workforceStrong understanding of a service environment and infrastructure that promotes service excellence, operational efficiencies, employee engagement, superior customer service, and P managementAbility to maintain high morale and engagement with employees and demonstrated strong leadership and communication skills (written and verbal)Demonstrated ability to execute complex processes in a fast-paced environmentHigh school diploma or GED equivalency required; Bachelor’s Degree preferredGeneral computer skills inclusive of Microsoft Office Suite programsMust have excellent customer service and verbal & written communication skillsMust have the ability to work directly with customers and have strong problem-solving skillsProven ability to train others on job procedures and processes and supervise othersMust be able to use common and power hand toolsPossess a good mechanical aptitudeMust have technical skills to operate smartphones, computers, and other technology related equipmentMust have a valid driver’s license and proof of insuranceMust be able to follow safety proceduresGood driving recordSleep Number is an equal opportunity employer.

We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.