Field Service Lead chez Sprout

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.

The Field Service Lead is responsible for traveling onsite to oversee the execution of domestic service projects and white-glove logistics operations. This position combines hands-on leadership with customer-facing service delivery, ensuring projects are executed safely, securely, and with the highest degree of professionalism. When not traveling, this role will support operations remotely or from a Sprout facility as assigned.

Attention to detail, flexibility to travel frequently, strong communication skills, and an unwavering commitment to customer service are critical. The ideal candidate is a proactive leader who thrives in dynamic environments and can adapt quickly to evolving scopes of work.

• Lead and supervise onsite labor crews to ensure safe, secure, and efficient execution of white-glove service projects.
• Interpret scopes of work and oversee end-to-end project execution, including direct hands-on participation.
• Ensure contractors and vendors embody Sprout’s core values and represent the company with professionalism.
• Oversee the safe packing, handling, loading, and transportation of sensitive electronics.
• Work cross-functionally with project managers, coordinators, logistics partners, and customers to ensure seamless service delivery.
• Provide detailed post-project summaries highlighting successes, issues, and opportunities for improvement.
• Proactively identify risks, scope changes, or obstacles and escalate or adapt plans as necessary.
• Communicate effectively with clients and internal stakeholders before, during, and after projects.
• Measure and report project performance against defined expectations, including timeliness, safety, and customer satisfaction.
• Travel frequently across the US, sometimes on short notice, including nights and weekends.
• Cultivate client and vendor relationships while onsite and identify & communicate future opportunities for additional value delivery.

• Demonstrated experience leading and supervising onsite labor crews or technicians in logistics, reverse logistics, or IT asset environments.
• Strong working knowledge of IT assets, high-value equipment handling, and secure packaging and transportation methods.
• Hands-on experience with logistics services such as audits, reconciliation, packaging, warehousing, and transportation.
• Comfort working in sensitive customer environments (corporate offices, datacenters, or similar).
• Strong problem-solving and decision-making skills with the ability to adapt in real time.
• Experience with MS Office, particularly Outlook, Word, and Excel.
• Ability to travel extensively and work irregular hours when required.
• DG/Hazardous material certification or willingness to become certified (Lithium-Ion battery focus).

Preferred Experience

• Reverse logistics or ITAD industry background.
• Event logistics or other time-sensitive onsite service delivery requiring high professionalism.
• Experience optimizing workflows, improving labor efficiency, and removing bottlenecks.
• Familiarity with onsite inventory control and audit processes.

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).