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                        Field Services Controller II

                        Sleep Number
                        Calvin, LA 71410
                        Full-time, Part-time
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                        Job Description

                        Position Purpose 

                        As a Field Services Controller II you will ensure the execution and workflow of all Field Services routing, dispatch and scheduling support functions. This role will be responsible for typical Controller responsibilities but also help guide workflow, answer questions, resolve issues and find sustainable solutions for everyday problems. In addition, this role will plan and execute a variety of projects related to Field Services. The role will help create a culture of teamwork, engagement and accountability with a team to ensure the Field Services support functions run efficiently and effectively to drive overall organizational value. Individuals in this role will serve as a subject matter expert and cross-functional partner/leader. Success will be defined by creating efficiency in all Field Services support functions, helping implement change to eliminate excessive work and ensuring customers know better sleep night one and every night thereafter.

                        Primary Responsibilities

                        Dispatch OR Routing

                        • Operational Excellence
                          • Create and distribute daily delivery manifest accurately and on time
                          • Maximize route efficiency during route finalization to ensure they align with route goals/KPI's
                          • Organize all resources required for delivery fulfillment including but not limited to technician scheduling, temporary labor and rental vehicles.
                          • Single point of contact for Home Delivery technicians (e.g. Phone, E-mail, Instant Message)
                          • Solve day-of disruptions in a timely manner
                          • Establish and maintain communication schedule with field leaders to ensure continuity of operations and achievement of organizational goals
                          • Triage and problem solve complex problems in a fast, time sensitive arena
                        • Capacity Planning
                          • Own market-based set up/planning for a specific area as directed
                          • Ensures planning and execution for all market specific projects (e.g. New Store, Events)
                          • Proactively monitor all shortages/overages regarding daily route and labor planning. Work with internal stakeholders to resolve problems and avoid customer disruption
                          • Responsible for creating and implementing innovative solutions to drive value for customer, employee and shareholder
                          • System maintenance to support daily planning functions

                        Project Management Specialist

                        • Participate in cross functional and project teams related to Field Services and initiatives within the Services Organization.
                          • Partner with field leaders and cross functional partners to set requirements, guide implementation and ensure results are met
                          • Engage and align stakeholders regarding projects, develop effective communication tools
                          • Responsible for the successful deployment of key projects brought on through internal stakeholders
                        • Lead strategic process improvement and work efficiency projects, provide recommendations regarding improvements
                        • Devise areas of opportunity for continuous improvement and drive results

                        Position Requirements 

                        • HS Diploma or equivalent experience required; Bachelor's Degree preferred
                        • Minimum of 3-5 years customer service, scheduling or delivery experience
                        • 2+ years of service fulfillment experience, 1+ year experience within project management or operations
                        • Proficiency to speak to customers
                        • Resiliency to embrace challenges and strive to find creative solutions
                        • Strong communication, oral and written presentation skills; ability to think strategically and critically
                        • Ability to translate analysis & given tools into actionable insights
                        • Intermediate knowledge of RTS, Siebel and NPS
                        • Self-motivator with little direction
                        • Ability to influence without authority
                        • MS Office (Strong Proficiency in Excel)
                        • Ability to build productive and collaborative working relationship
                        • Courage to test & fail
                        • Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment; able to work under pressure and effectively manage stress
                        Posting ID: 567281380Posted: 2020-08-08