Field Service Manager - West

Company IPS Group is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products in the United States of America and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system. Job Description As Field Support Manager you will be responsible for the supervision of the Field Technician Tier II staff and day-to-day management of IPS Group Clients. The Field Technician Tier II staff service, maintain, repair, adjust, test and install IPS Group Inc. equipment. IPS Group clients are located across the United States. Travel will be required often, mostly in the East Coast territory. However, occasionally there will be a few times a year that travel will also be required to the San Diego office and/or other West Coast customers. This position requires strong communication, management, and presentation skills along with a commitment to service excellence. We are seeking experienced leaders who take care of their teams by developing, training, encouraging, directing, and keeping them productive and safe. Duties and Responsibilities Responsible for supervision of all West Coast Field Technicians II (currently 7 Technicians) Responsible for day-to-day management of West Coast Maintenance Contracts in Cali Handling Customer Support Calls for the early morning in the PT time zone Responsible for the implementation of new installation projects for East Coast customers Helping Customer Service Managers to resolve and close out open help tickets for East Coast Customers, which may require some travel to some West Coast Customers Working very closely with East Coast Field Support Manager for installation schedules across the country and sharing Resources for both East and West Coast. Also, working closely with Customer Success Managers on achieving overall Company goals, KPI's in customer success. Assist Sales with RFP presentations on a case-by-case or as needed basis Other Job Duties Review and approve timecard and expense reports in a timely manner for your staff Resolve open service issues when escalated to management level Facilitate process development and implementation so the business continues to improve over time. Communicate with clients in troubleshooting open service issues and to provide technical support Troubleshoot and resolve hardware issues related to IPS Group In designed and supported products. Install and configure new equipment, including operating software or peripheral equipment. Advise/train customers concerning equipment operation, maintenance, or client specific configuration Interact with customers to determine details of equipment problems. Travel to customer locations or offices to install IPS products and/or to provide emergency repair service as necessary. Maintain ticketing system regarding service issues and resolutions. Repair, adjust or replace electrical mechanisms, components or parts Analyze equipment performance records to assess equipment functions Escalate open issues to engineering. Ensure that all service issues are documented in the ticketing system. Ensure that open service tickets are attended to in a timely manner and keep the client up to date on the status of their open service issue. Interview, Hire and Train new team members. Lead on-site teams for installations and on-site rework, as necessary. Document project summary and project completions in a timely manner Preferred Work Location West Coast Region of United States with proximity to San Diego and LA Preferred not required Qualifications Include Ability to communicate both verbally and in writing with business professionals Ability to plan daily travel schedules Ability to execute and submit expense reports Ability to work independently with little or no supervision Excellent customer service skills Proven ability in developing and maintaining effective internal and external relationships Effective time management and organizational skills Ability to use basic computer skills to perform diagnostic testing Available for stand-by and after-hours responsibility Available to travel for support of other territories Ability to continually learn new product service techniques Ability to use Microsoft Office Suite: Outlook, Excell, Word, PowerPoint Desired Skills & Experience Prior Field Support/Field Technician experience highly desirable Prior Management Experience Ability to perform basic math Prior mechanical or electronic assembly required H.S. Diploma Required AA degree or bachelor's degree preferred Technical Certifications will be a plus Experience may be considered in lieu of degree Physical Demands, Equipment and Machinery The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential Manipulation of hand tools and power tools to repair, adjust, install, or replace electrical or mechanical components or must be able to see clearly. Must be able to bend, stoop, walk, stand, push and pull. Must be able to lift up to 50 lbs. Work Environment The work environment described here is representative of those that an employee encounters while performing the essential functions of this. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions. This job is performed in an uncontrolled environment subject to wind, rain, snow, ice and other inclement weather. Occasionally, work is performed in an indoor temperature-controlled office. Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an "At-Will" employer. It is the policy of IPS Group, not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status. An Equal Opportunity Employer—M/F/D/V Benefits 401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Job Type: Full-time Salary Range - $90,000 - $115,000/yr. #J-18808-Ljbffr