Additional Information
Sleep Number® is the leader in personalized sleep wellness. Backed by almost 40 years of innovation, Sleep Number has helped more than 16 million people achieve their best sleep. We are guided by our purpose - improving lives by personalizing sleep. This is exemplified through our 3,000+ purpose-driven team members who passionately innovate to drive value creation through our fully integrated business model, owning the process from start to finish, and care at every step.
At Sleep Number, you'll be part of a team redefining what's possible in sleep, health, and wellness. Backed by world-class research and continued innovation, we create mattresses with adjustable firmness, pressure relief, and temperature-balancing comfort that adapt to customers' changing needs, night after night, year after year. Our people thrive in a culture where purpose, innovation, and customer experience drive every decision. Join us and help shape the future of sleep wellness.
Position Purpose
In addition to delivering an exceptional customer experience through the delivery, assembly, and demonstration of the Sleep Number Smart Bed ® and other Sleep Number products providing, the Field Services Lead Technician will serve as the local point of contact for all matters involving Fulfillment Quality, and inventory management. The Lead Technician will also share responsibility with the Supervisor for managing the local fleet, inclusive of DOT compliance, and preventative maintenance. As the subject matter expert on product and in home service, the Lead Technician must set a standard for efficiency, quality of work and customer engagement. The Lead Technician is responsible for the consistent onboarding and training of our newest team members and will be a main point of contact for assisting team members with challenges and questions.
Primary Responsibilities
Meets the requirements of the Field Services Technician
Primary trainer for all new Field Services team members. Trains current team members on changes to policy, procedures, and new products/services
Responsible for market inventory management, analysis, reporting and validation inclusive of storage facilities, dock locations and product on truck
Responsible for truck maintenance and works with leader to ensure all fleet is in optimal operating condition.
Maintain open lines of communication for field team members for on-the-job questions and concerns, escalating to Field Services Supervisor. Provides consistent two-way communication to and from team members to inform of key messages, goals, changes to processes, and performance results.
Develop and maintain cross functional relationship with key Retail and internal/external Supply Chain team members to ensure the on-time arrival, disposition, and inventory management of Sleep Number products.
Conducts on route installation and service visits in customer's homes delivering, relocating, assembling, and repairing products to specifics with an expectation to personify Sleep Number's customer experience standards.
Assists Supervisors in conducting Customer Experience Evaluations (CEE)
Daily duties as assigned by the Field Services Supervisor and other job duties as related to business needs.
Position Requirements
HS Education or GED equivalent
2-3 years customer service experience
1 year Field Service Technician experience preferred.
Must be 21 Years of age or older.
Must have a valid driver's license (commercial motor vehicle requirement of ability to drive commercial motor vehicle with gross weight of 15,001 pounds or more - CDL not required) and clean driving record.
Must have and maintain identification that allows access to military bases (State issued enhanced driver's license (Real ID), Enhanced ID, Passport Card, U.S. Department of Defense ID or other acceptable identification) Must be able to pass a criminal record check, DOT Physical, and drug screen, road test and maintain a clean motor vehicle record.
Ability to provide training individualized to the specific needs of the team member
Possess first-rate communication skills - for both internal and external customers.
Ability to service customers and demonstrate strong problem-solving skills.
Must be able to follow standard operating procedures.
Possess the ability to follow safety procedures.
Ability to operate a company vehicle in a variety of traffic and weather conditions.
Must be able to work with common hardware and power tools.
Strong customer service and communication skills
Strong mechanical and technical aptitude required.
Knowledge in smartphone technology and basic understanding of wireless networks
Sleep Number · Rochester, NY