Field Services Manager

Role Overview

• Managing, supervising and supporting all field team members of assigned area
• Champion safety by ensuring the adherence to safety procedures in the workplace
• Ensures all Department of Transportation (DOT) processes and guidelines are followed and all Sleep Number trucks meet safety and productivity standards
• Lead 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 cost
• Monitor and assess team and individual performance; ensures processes are adhered to, performs talent management efforts by providing coaching, performance management and building a talent pipeline
• Create 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 efforts
• Responsible for recruiting, interviewing and successfully onboarding all new hires
• Partner with Region/Territory Manager on strategy and efficiencies inclusive of analyzing area P&L and performance metrics; vendor partnerships inclusive of temp agency and truck rentals; and influence the market’s demand planning and forecasting
• Develop and maintain relationships with Retail sales team leaders; partner to resolve customer issues or escalations
• 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 satisfaction
• Ensure the Sleep Number mission, vision and values are being modeled

Requirements

• High school diploma or GED equivalency required; Bachelor’s Degree preferred
• 2-3 years of leadership experience within services
• Customer Service experience preferred
• Delivery experience/driving experience preferred
• Must be 21 years or older
• Proven ability to hire, lead and inspire a highly technical and remote workforce
• Strong understanding of a service environment and infrastructure that promotes service excellence, operational efficiencies, employee engagement, superior customer service, and P&L management
• Ability 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 environment
• General computer skills inclusive of Microsoft Office Suite programs
• Must have excellent customer service and verbal & written communication skills
• Must have the ability to work directly with customers and have strong problem-solving skills
• Proven ability to train others on job procedures and processes and supervise others
• Must be able to use common and power hand tools
• Possess a good mechanical aptitude
• Must have technical skills to operate smartphones, computers, and other technology related equipment
• Must have a valid driver's license and proof of insurance
• Must be able to follow safety procedures
• Good driving record

Benefits

• medical and pharmacy benefits
• dental
• life and disability insurance
• a 401(k) Plan
• paid time off and much more