This 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 employee engagement
within a defined market(s). The Field Services Supervisor models
the behavior expected of all technicians while installing the Sleep
Number product and providing an exceptional customer experience.
This role will provide education and training for new hires and all
employees 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.
Conduct visits in customer's homes including driving to/from
homes, delivery, relocating and assembling, repairing products to
specifications and service recovery situations.
Model, coach and train on TRUST to drive customer satisfaction
within assigned market(s).
Ensures all procedures are adhered to as defined in the Home
Delivery Standard Operating Procedure (SOP) handbook.
Leader of daily dock operations to include manifest review,
route efficiency and freight accuracy to ensure on time delivery
and first time complete, including continuous improvements to drive
down cost per stop.
Champion safety and model safe work habits by ensuring the
adherence to safety procedures in the workplace and in customer's
As the frontline leader ensure Regional manager and or
Controller are updated on critical issues/situations and
Two-way communication to/from Technicians; provides key messages
of goals, changes to processes, performance results in regular
cadence to entire team to drive follow through
Ensure the Mission, Vision and DNA are being modeled;
communicate company goals and objectives to Technicians to ensure
Confirms team is accurately and timely reporting daily
activities, work completion or status of assignments with the
Participate in recruiting, interviewing and successfully
onboarding all new hires with the Regional Manager
Assess team and individual performance, leads talent management
efforts by providing coaching, performance management and building
a talent pipeline to meet and exceed region KPI’s.
Assist Field Trainers in providing training to all Technicians
regarding new products.
Ensures all Department of Transportation (DOT) processes and
guidelines are followed to include road test certification, valid
Medical DOT card and driver’s license.
Applies a continuous improvement lens to validate all work is
conducted in an efficient and professional manner through Customer
Experience Evaluation (CEE) with all Technicians.
In partnership with Regional Manager, assist in recognition and
on-going development of Technician knowledge and performance.
Assists Regional manager with property damage claims, service
quality complaints, injuries and improper conduct complaints.
Work with Regional manager to ensure leased and/or rental
vehicles are properly maintained and used.
Maintain and develop relationships with retail sales team
including representing Home Delivery at sales meetings as
In partnership with Regional Manager own and analyze region P/L
and other KPIs of market’s performance
In partnership with Regional Manager, execute and influence the
market’s Demand Planning, Forecasting, and Reconciliation (labor,
overtime, temp, rental)
Perform other job duties as related to business needs.
Customer Service experience preferred
Delivery experience/driving experience preferred
Must be 21 years or older
2-3 years of leadership services
Proven ability to hire, lead and inspire a highly technical and
Strong understanding of a service environment and infrastructure
that promotes service excellence, operational efficiencies,
employee engagement, superior customer service, and P&L
Ability to maintain high morale and engagement with employees
Demonstrated strong leadership and communication skills (written
Demonstrated ability to execute complex processes in a
High school diploma or GED equivalency required; Bachelor’s
Ability to communicate effectively, both written and spoken
Must have excellent customer service and verbal & written
Must have the ability to work directly with customers and have
strong problem solving skills
Proven ability to train others on job procedures and
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