Ryan Sills
Louisville,KY
Summary
Accomplished professional with extensive experience in field service management, focusing on P&L and KPI analysis. Demonstrated success in developing teams and ensuring top-tier customer service while maintaining a commitment to safety and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Field Service Manager
Sleep Number Corporation
Louisville, OH
02.2022 - Current
- Lead 4 teams of technicians that cover the Ohio and Kentucky markets.
- Interviewed candidates to find top tier talent that we could develop.
- Trained all new hires to make sure they were aware of all of company policies as well as showed them how to perform their daily duties.
- Developed the technicians to learn excellent customer service skills as well as ensure that the techs are going above and beyond their KPI goals.
- Ensured accountability for all technicians to make sure that everyone is performing to the best of their ability.
- Ensured that safety is the top priority for all our technicians.
- Did quality checks on the trucks to make sure they are up to code and have all the correct documentation for DOT.
- Monitored routes that were created throughout the week to ensure that the techs are getting adequate hours each week as well as making sure that the routes were efficiently planned.
- Networked with the managers and regional managers of our sales team to make sure that we were learning from each other and helping take care of the customers to the best of our ability.
- Reviewed our P&L and found ways to best optimize our cost per stop as well as find ways to increase our overall profit.
- Relayed all plans and details to the regional manager so that everyone is on the same page and able to share ideas.
- Handled all damages claims that occurred and filed insurance claims as needed.
- Assisted with developing pilot programs to always look for ways to optimize routines and find new ways to increase job efficiency.
Field Service Technician
Sleep Number Corporation
Grand Rapids, MI
06.2015 - 02.2022
- Diagnosed and resolved equipment malfunctions to enhance customer satisfaction.
- Performed routine maintenance on Sleep Number beds, ensuring optimal performance and longevity.
- Conducted in-home installations, making sure that customers received the best possible customer service.
- Collaborated with cross-functional teams to improve service delivery processes and efficiency.
- Trained new technicians on best practices for equipment repair and customer interaction.
- Made sure that every bed was properly connected to the customer's wifi and that our Sleep Number app was working as intended.
Education
Bachelor of Science - Psychology And Family Studies
Cornerstone University
Grand Rapids, MI2012
Skills
- Team Management
- Time Management
- Team Leadership
- Workplace Safety
- Organizational Development
- Customer Satisfaction
- P&L and KPI Analysis
- Field Maintenance
Accomplishments
- Developed a failing market that was significantly behind in all KPIs to become the top performing market in the company as of 2026.
- Maintained a zero OSHA reportable incident record for the entire year of 2025 and 2026 as of now.
- Created the idea and helped develop a company wide plan in 2025 to lower the amount of routes ran on Saturdays resulting in significant savings and employee satisfaction.
- Helped develop our proactive dispatch program which focused on improving metrics and customer satisfaction. This was accomplished by having a team monitoring routes closely and reaching out to customers and technicians when problems were found in advance.
Certification
DOT Certified
Timeline
Field Service Manager
Sleep Number Corporation
02.2022 - Current
Field Service Technician
Sleep Number Corporation
06.2015 - 02.2022
Bachelor of Science - Psychology And Family Studies
Cornerstone University