Field Service Area Manager

Description The Security Enterprise Solutions (SES) Operation is the cornerstone of Leidos' comprehensive suite of fully‑integrated security solutions for aviation, ports, borders, and critical infrastructure customers around the world. With our new, combined portfolio, our operation has more than 24,000 products deployed across 120 countries. Leveraging this portfolio, our core technical strengths, and robust R&D initiatives, we are positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers. Travel to various customer sites domestically and internationally is required. SES Divisions Aviation Solutions Ports & Borders Global Services Position Summary The field service area manager is a role within the Leidos SES Services team that focuses on customer experience and delivering “best in class” service. The role leads the service activities of the field service teams to execute the vision and direction of the service organization. The area includes a specific portion of a country and may include several states and/or territories. Primary Responsibilities Coordinate various service activities such as new installations, repairs, and preventative maintenance; manage work schedules to ensure appropriate support is maintained as required. Manage field service teams to consistently meet or exceed performance metrics and department KPIs (response time, PM completion, call resolution and closure, mean time between critical failures, part RMA, etc.). Drive customer satisfaction within the territory and work closely with other Leidos functional organizations to provide robust customer solutions, while providing integral feedback of customer service requirements. Provide leadership on and manage complex projects involving multiple technical and administrative disciplines; drive increases in incremental revenue and identify cost containment opportunities within the area. Develop and manage critical account escalation procedures in collaboration with applicable service program managers. Monitor and manage training and development of technical staff. Mentor field service team members, identify strengths and weaknesses, and visualize development needs. Actively manage cross‑training of the team and schedules as required. Manage direct‑report overtime, work schedules, and ensure proper contract time charging. Drive efficiency and process improvement. Build and maintain a culture of ownership of assigned locations. Maintain stakeholder relationships at airports, government facilities, and commercial customers. Manage internally assigned department / area key performance indicators (KPI). Drive data governance within the direct team for all entries into CRM systems used in maintaining customer equipment. Establish a clear understanding of workflow requirements for all field service technicians (FSTs) and set clear expectations for accurate, real‑time work‑order updates for TSA equipment. Work with the Service Operations Manager to develop and maintain a staffing plan for the area. Improve reliability of equipment through proper preventive maintenance and proactive maintenance. Work with regional safety lead to ensure all safety protocols are adhered to. Position Requirements 4–8 years of prior relevant experience in a field service organization; bachelor’s degree preferred. Computer literacy and competency in the use of all programs within the MS Office Suite (particularly Microsoft Excel) and aptitude for learning specialized software programs. Strong orientation toward customer focus and teamwork. Timely submission of required documentation is essential. Responsiveness to all customer issues during non‑standard work hours such as evenings, weekends, and holidays; willingness and ability to travel at short notice. Excellent product familiarity and demonstrated troubleshooting and repair proficiency. Ability to pass and maintain an in‑depth background check (TSA vetting). Pay and Benefits Pay range: $82,550.00 – $149,225.00. The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement, or other law. Employment benefits include competitive compensation, health and wellness programs, income protection, paid leave, and retirement. More details are available at Commitment to Non‑Discrimination All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. #J-18808-Ljbffr Leidos Inc