VIP Installer

Vivint Smart Home - Lehi, UT

Full-time
Job Description
Our mission is to redefine the home experience through intelligently designed products and services delivered to every home by people who care.

WHO ARE WE:
Vivint Smart Home is a leading smart home company in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation and support delivered by its Smart Home Pros, as well as 24-7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than 1.4 million customers throughout the U.S. and Canada. Vivint is on the Forbes 2018 list of “America’s Best Employers, as well as the Forbes 2019 list of “America’s Best Employers for Diversity.” The company is the largest tech employer in Utah, a certified Great Place to Work, and one of Fast Company’s World’s 50 Most Innovative Companies for 2017. For more information, visit www.vivint.com.

JOB SUMMARY:
The Field Operations specialist/VIP Installer oversees installations and field work within Vivint’s Product Research Department. They will take lead for various high-profile installations. They are to schedule and meet with the clients for the pre-installation walk -through, understanding the complex systems used by different high-end home automation companies and how their devices work with Vivint’s platform of equipment. They are to use Vivint’s installation best practices. They are to work with our Field Service team across the country to install these VIP accounts. After the accounts are installed and online, they are to continue to monitor these accounts proactively and report issues to upper management. Pre-Launch Testing would require creating product test briefs for the technicians. Create work-plans that document warehouse testing, in home testing on products during our pre launch testing. Also communicating to the product manager and team with specific in field findings, bugs, SOP and troubleshooting.

JOB RESPONSIBILITIES:
Communicate across the Product Org on in field findings.
Work with our engineering teams on issue prioritization/fixes.
Communicate test results, helping shape the products with key insights we get back from product tests.
Quantify, summarize and report results from testing to the product team and leadership.
Assist Product Managers in creating test surveys for in field/controlled testing.
Troubleshooting process for the products issues that arise during testing.
Documented feedback and results of installation work.
Top 10 list of product experiences to change for Field Service and DTH Installers.
Plan for improving field ops processes.
Troubleshoot any problem - and provide clear feedback to engineering.

REQUIRED SKILLS:
Be a team player, recognizing the interdependence across teams, putting the team first, and eager to learn from others.
Able to test on all platforms, including web, panel and app.
Deliver clear, concise verbal and written communication that is appropriate to the situation and audience.
Results-Oriented, focusing on outcomes and accomplishments and thinking in terms of progress towards the big goal.
Take personal responsibility for needed tasks and actions, be dependable, and take action with little supervisory follow-up.

MINIMUM QUALIFICATIONS:
4 year at Vivint, or experience working in the home automation and security field.
Microsoft Office skills
Hands on product experience preferred.
Software documentation experience using Confluence and Jira, is a plus.
Exceptional collaboration, listening, written and verbal communication skills, including an ability to clearly communicate with both business and technical audiences.
Track record of working on high performance teams

Company Perks:
Nine paid holidays
Two weeks paid time off
Employee pricing on smart home products
Medical/Dental/Vision/Life coverage
401(k) plan & matching