Vivint Field Tech Support Assistant Manager in Provo, Utah

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Summary/Objective

  • Manages activities of supervisors and workers providing support to the SHPs, both FS and DTH.

  • Tracks and runs department specific initiatives for the manager.

  • Assumes control of the department during manager absences.

Preferred Education and Experience

  • Previous Team Lead, Supervisor or leadership experience

  • Call center experience, of which at least 6 months were at Vivint

  • Experience installing and/or troubleshooting all Vivint alarm systems and peripherals

Managerial Responsibility

  • This position manages the supervisory staff and all subsequent employees of the department.

  • They are responsible for the performance, management, and hiring of the employees within the department.

  • Must be an excellent multi-tasker, combining the ability to resolve challenging technical issues, readily shift priorities, prepare management reports, track and lead department initiatives while ensuring that service level and quality objectives are achieved.

Essential Job Functions

  • Makes necessary changes in staffing levels and creates a hiring schedule based on sale, budget, and historical projections.

  • Tracks real-time call statistics to ensure proper service levels.

  • Monitors productivity of Field Tech Support Representatives and generates reports.

  • Improves productivity by highlighting efficiencies and recommending changes in tools, training, processes, reporting and employee engagement.

  • Monitors and evaluates key performance goals for satisfaction of Field Service Professional/Installer, quality, productivity, troubleshooting ability and key performance metrics.

  • Ensures that SHP’s questions and problems are resolved properly and quickly by recommending solutions for technical and procedural issues.

  • Provides communication and follow-up training to ensure representatives are fully informed of all new information related to technological innovations, products, procedures, SHP needs and company related issues, changes or actions.

  • Assists and directs representatives with career development.

  • Assigns and monitors work and tasking priorities.

  • Organizes, prioritizes and regulates projects and tasks given to Field Tech Support to ensure efficiency of the department.

  • Interviews, evaluates and hires new representatives to best maintain department cohesion.

  • Develops supervisors to effectively coach and motivate representatives and to manage and assign projects to ensure efficient and high quality results.

  • Trains and monitors supervisors in their responsibilities and tasks including, data and tracking programs and procedures, communication and coaching skills, project management and any other areas necessary.

  • Builds and maintains open lines of communication with representatives, supervisors and managers in other departments to facilitate problem solving.

  • Holds and participates in regular internal and external company and department wide meetings to ensure open lines of communication between individuals, departments and companies Vivint works closely with.

  • Verifies and approves all time clocks and overtime.

  • Calculates the department pay-scale on a bi-weekly basis to ensure each representative gets compensated correctly.

  • Maintains harmony, builds positivity and resolves grievances among staff.

  • Prepares composite reports from individual reports by subordinates.

Competencies

  • Proven Leadership

  • Problem Solving

  • Field Service Focus

  • Communication Proficiency

  • Time Management

  • Project Management

Work Environment

  • This job operates in a professional office environment and minor field work. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines as well as tools such as wire stripers, screwdrivers, security equipment, etc.

Physical Demands

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

  • This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 4:30 p.m. You are required to be on-call for after hour issues that may arise outside of normal working hours, which may include any time Sunday-Saturday.

Travel

  • Regular travel is expected for required meetings and training in Utah.

Vivint Smart Home is a leading provider of smart home technology. Vivint delivers services through a cloud-based platform that integrates a wide range of wireless features and components to provide simple, affordable home security, energy management and home automation.

Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than one million customers throughout the U.S. and Canada.

For more information, visit www.vivint.com.

To return to all job openings, visit http://www.vivint.com/company/careers?