Field Services Manager

How You’ll Contribute:

The Field Services Manager leads Diversified’s regional field services operations. They are responsible for maintaining strong customer relationships, regional workforce capacity management, delivering service commitments, SLAs and driving performance.

They will own employee experience and development as a primary goal alongside managing technical tasks, processes, escalation and perform administrative tasks such as managing team performance and checking the quality of inventory, managing projects, fixing reliability issues, tracking service metrics, managing budgets and leading the service delivery team.

In addition to the transactional aspects this position is strategically aligned to driving transformational initiatives supporting the future of Field Service operations including Optimization in operations, delivery, process and cost.

NOTE – while this is a virtual position day to day, it does involve periodic (up to 25%) onsite presence at customer sites concentrated in the Southeast US region. As such, residing in (or a willingness to relocate to) a location in day-travel proximity to this region is a requirement for this job.

What You’ll Do:

• Lead Functional Supervisor(s) along with Field Service Technicians as a people leader
• Working closely with Field Service Directors and managers on high-level and/or complex service projects. This can include service projects that require programming, field engineering and/or installations.
• Provides Field Service Supervisors with regional staffing priorities and authorizes cross-team resource adjustments. Supervisors retain responsibility for routine daily technician scheduling and assignment management.
• Training of new staff in Service Process platforms, service operations, procedures, protocols and policies through Regional Supervisors
• Develops the organization’s coaching and development expectations and holds supervisors accountable for delivering ongoing technician training, mentoring, and documented performance feedback.
• Be the liaison between Technical Operations, Engineering and/or Programing teams and Client Success Management.
• Provides field engineering recommendations related to aging systems and systems built by others that require minor field changes to remain operational.
• Working with the Field Service Supervisor, assesses subcontractor work and performance.
• Ensure Field Service Supervisors maintain a timely review of technician service reports. Audits documentation quality, identifies recurring performance trends, and directs corrective action through the appropriate supervisor.
• Leads recurring regional case-performance reviews with Supervisors and Case Management, focusing on aging cases, repeat visits, operational barriers, ownership, and required escalation actions.
• Working with the Field Service Director, continually looking for processes and methods to improve our field service delivery.
• Provides the highest level of field service delivery to our clients: FSM will on occasion service the equipment and systems associated with business/corporate, government, educational, houses of worship, arenas, theaters, multipurpose rooms, AV control room environments, and military. Depending on FSM background and training, this role may include HD‑SDI and / or SMPTE 2110 broadcast field service.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
• Drive Individual development plans (IDP) to grow people within the organization with focus on employee motivation and retention
• Drive positive culture and harmony
• Be there when the team needs and show the connection and be approachable
• Drive Quality and standardization across Field service operations
• Drive cost optimization service improvement initiatives and projects – process and workflow automation, elimination of redundancies etc.
• Align with Day 1 team and Day 0 team to standardize project to service workflow

Complexity:

• Stress tolerance and adaptability.
• Inter personnel conflict resolution.
• Ability to manage agents as individuals and understanding their unique requirements.
• Ability to handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to customers.
• Engage with sales and executive leadership within the organization.
• Effective communication with internal and external stakeholders.

Decision Making Authority:

• Technical and Tactical decision-making skills
• Hiring and firing abilities with utmost professionalism
• Assess job performance, reprimand, and commend employees.
• Work with management on hiring and/or terminating employees.
• Process improvement
• Quality Control

Physical Working Environment:

• Normal office conditions apply. Use of computers, monitors, and communication tools. Sitting for long periods of time.
• Might demand constant travel for site tours, turnover meetings, client engagement and reviews
• In region as per published location/state

What You’ll Bring:

Education & Certifications:

• Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative or logistics
• AVIXA CTS Certification is desired
• OSHA 30 Certificate is highly desired. (NYC OSHA30 is desired in the relevant region)
• Certifications pertinent to technology area(s) of expertise (preferred)

Required Skills/Qualifications:

• 12+ years of experience in Service Delivery & Operations
• Expert level of skills with a wide range of audio, video and networking equipment
• Knowledgeable of low voltage electrical concepts and electronics
• Possess advanced AV networking, Audio and video skills
• Excellent written, verbal and customer service communication skills
• Service project management skills
• Ability to diagnose, troubleshoot and resolve complex technical problems
• Possess basic to advanced networking skills

Desired Skills/Qualifications:

• Technical knowledge in AV and Pro AV project and services work scope with relevant OEM training and certifications
• Broadcast HD-SDI and SMPTE 2110 an added plus
• Familiarity with a wide range of audio, video, and networking equipment with manufacture certifications is desired. Examples: Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, NewTek
• Proficiency in leading both physical and virtual teams
• Experience in dealing with third party-provided services.
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Expertise in people management and leadership
• Strong organizational skills
• Ability to manage and prioritize tasks efficiently.
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude.
• Experience with CRM, ITSM and other services tools