Field Service Lead

Sprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end-to-end IT asset disposition (ITAD) with a focus on data-bearing devices from the client to the cloud. The company is headquartered in Charlotte, NC with additional operations near Sacramento, Dallas, and Boston. Sprout provides software and services to clients in the form of our IT Asset Disposition, Certified Destruction, and Responsible Recycling solutions. 

Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of >66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at #SproutSpeed to become the emerging leader in our industry. For more information, please visit: www.sproutup.com. 

GENERAL JOB DESCRIPTION

Travel and oversee the execution of onsite services domestically and assist with other logistics services and operations activities as needed. When not traveling, this position will be full-time from our Woodland California facility supporting the operations department as assigned by facility leadership. Attention to detail, the ability to travel frequently with short notice, excellent communication skills, and an unwavering commitment to excellent customer service are crucial elements of a qualified candidate as the role requires the onsite supervision of labor execution and a large amount of customer interaction.

Responsibilities:

• Work cross-functionally with onsite coordinators, project managers, and assigned labor crews to ensure flawless execution of white glove service projects throughout the US.
• Interpret scopes of work for tactical execution and oversee the successful completion of white glove jobs, including hands-on participation and leadership of onsite labor crews.
• Ensure onsite contractors adhere to well-defined scopes of work and meet Sprout’s expectations for excellence, embody Sprout’s core values, and overall represent our company well.
• Work directly with onsite service providers, transportation partners (internal and external) and customers to collect & transport goods.
• Oversee the safe & secure packing, loading, and transport of sensitive electronics from origin job sites.
• Proactively seek ways to improve onsite customer experience and increase effectiveness of planning and work order execution.
• Plan and problem solve autonomously with a high sense of urgency.
• Make suggestions and identify areas for optimization & cost savings and/or customer-experience improvements.
• Work cross-functionally with customer success, project management, logistics coordinators, and other logistics teams (internal and external) to deliver exceptional onsite white glove service and maintain a high degree of customer satisfaction and confidence.
• Learn and use various applications and web-based systems to facilitate shipments & reporting as needed.
• Maintain close communication with internal & external stakeholders (customers, facility personnel, vendors, etc.) regarding necessary planning for job execution and customer success.
• Provide job completion notes & summaries to internal stakeholders following each job, outlining what went well, what did not go well, and areas for improvement and optimization.
• Adapt and act with urgency, adjusting plans as necessary to address challenges and maintain project success.
• Travel frequently throughout the US to provide an onsite presence, sometimes with little advanced notice.
• Work and travel outside of normal business hours as needed.
• Support department leaders and perform other duties assigned to support our customers and overall success of the organization.
• Measure onsite project performance using appropriate tools and techniques.
• Report and escalate to management as needed.
• Communicate effectively with clients both virtually and in-person to identify needs and provide updates.
• Ensure client satisfaction and foster long-term relationships through consistently delivering beyond expectations
• Proactively identify execution & customer experience risks and develop mitigation strategies in conjunction with logistics coordinators & project managers.
• Maintain a positive attitude when faced with adversity to overcome challenges and provide support within the logistics and operations departments.

Qualifications:

• Working knowledge of MS Office applications, including Outlook, Word, and Excel.
• Willingness to learn new workflows and continuous training.
• DG/Hazardous material certification and/or willingness to become certified, specifically related to Lithium-Ion batteries and battery-containing equipment packaging & handling.
• Working knowledge of IT assets and/or high value asset protection & packaging and security methods required, with reverse logistics (ITAD) experience strongly preferred.
• Experience with onsite logistics services (audit & reconciliation, safe packaging, loading, warehousing, transportation, etc.) is required, experience in sensitive environments such as client offices and datacenters is highly preferred.
• Experience with event logistics or other types of sensitive onsite services requiring a high degree of project execution & professionalism is highly preferred.
• Experience traveling and planning travel activities autonomously and responsibly is required.
• Demonstrable knowledge & experience of safe handling, packing, and physical labor execution required.
• Demonstrable experience leading and coordinating team efforts with a keen eye for process & efficiency improvements as it relates to tactical onsite execution.
• Experience optimizing labor activities and reducing labor waste, removing bottlenecks, etc.
• Experience with onsite inventory, audits, production control, and reconciliation preferred.

EEO – Equal Employment Opportunity

The Company is an equal opportunity employer and does not discriminate on the basis of and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification).