Brinks Home Security™ is a proven leader in the smart home technology and residential security industries, providing cutting-edge products and alarm monitoring services to more than one million customers throughout North America. We are currently seeking a motivated and dynamic Field Service Manager.
Our brand promise delivers on 4 core principles:
Integrity in Action: Be True, Be Responsive, Be Accountable
Sense of Urgency: Every Moment Matters
Relentless Discipline: Rigor, Precision and Excellence in Every Single Action
Results Matter: Account to Customers, Employees & Stakeholders
Join our team of trusted security advisors and providers and help us create more secure smart home customers.
Ideal candidate will have:
BA/BS degree not required, but highly suggested
Five years call center or customer/field service experience is required
3-5 years’ supervisor experience preferably in a call center
General computer knowledge including an understanding of Windows, MS-Word, MS-Outlook, Excel, PowerPoint, & MS-Access
Extensive experience with process improvement/automation/implementation
Excellent organizational skills with avid attention to detail and follow-through
Superb communication skills, both verbal and written
Self-starter, professional, demonstrate initiative, resourcefulness, and strong problem-solving skills
Duties will include, but are not limited to:
Trains, evaluates, coaches, mentors and sets goals for the supervisory and front line staff for the Field Service and Dealer Technical Support teams.
Determines staff hours, number of personnel, and needed equipment required to achieve desired response times for signal processing and servicing customers’ needs.
Determines appropriate appraisal instruments for team members. Prepares appraisal documents for supervisory staff and reviews the appraisal preparation of front line associates.
Responsible for process improvement and implementation within the department.
Prepares schedules for supervisors and shift leaders; review scheduling for front line associates.
Provides daily feedback to all team members on performance and goal achievement.
Directs the creation, review, implementation, and continuous review of metrics.
Influences forecasting of staffing levels based on past trending and future account projections.
Prepares fiscal year budgetary requirements, and monitors activity to ensure budget compliance.
Effectively communicates organizational strategies to engage staff and drive desired behaviors.
Understands and utilizes all reporting tools to effectively drive performance measurements.
Communicates clear expectations for performance and attendance, and holds staff accountable for delivering on set expectations.
Works to remove barriers for front line staff in order to exceed company expectations.