National Field Services Manager

Job Description

Job Description

Description:

About EyeQ Monitoring

EyeQ Monitoring is the fastest growing provider of remote video surveillance and business intelligence in the U.S. From our Command Center in Marietta, GA, we deliver real-time security, loss prevention, and operational insights for commercial clients across the country.

We’re building a team of operators, problem-solvers, and builders who take ownership, move with urgency, and care deeply about delivering results- for our customers and for each other. As we continue to scale, we’re looking for leaders who can drive execution in the field while developing high-performing teams and partnerships.

About the Role

We’re looking for a Field Operations Manager (FSM) – EWP Lead to own field service execution across your assigned territory. This role sits at the center of delivering a high-quality customer experience- leading both internal technicians and subcontractor partners across installations, maintenance, and service delivery.

You’ll be responsible for operational performance, subcontractor network development, customer satisfaction, and financial accountability within your region. This is a highly cross-functional role, partnering closely with Sales, Customer Experience, Project Management, Engineering, and Technical Support while acting as the primary point of contact for customers and field partners.

Here at EyeQ, people matter. Any new team members we bring on have to live and breathe our core values, just like we do.

• We value trusted partnerships.
  We believe in transparent, reliable, and growing relationships with our team and customers—and we turn away people and businesses that don’t fit.
• We build to last.
  We focus on long-term solutions and spend the time upfront to ensure our work is done right the first time.
• We take the hill.
  We lean into challenges, push into new technology frontiers, and solve problems others avoid. We value speed, ownership, and people we trust to run toward the hard things together.
• We enjoy the journey.
  We take our work seriously, but not ourselves. We’re proud of what we’re building and the team we get to build it with.

Responsibilities

Leadership & People Management

• Recruit, onboard, and develop a high-performing subcontractor network within the EWP program
• Drive safety training, technical certifications, and cross-skilling across field partners
• Set clear expectations and foster a culture of accountability, quality, and service excellence

Service Operations & Delivery

• Ensure accurate job scoping, parts readiness, and technician preparedness
• Enforce standard operating procedures across diagnostics, installs, and repairs
• Review job documentation for accuracy, completeness, and quality
• Drive performance against First Time Fix (FTF), SLA adherence, productivity, and backlog metrics

Customer Experience & Escalation Management

• Act as the primary escalation point for service-related issues in your territory
• Provide proactive, clear communication to customers around timelines, delays, and resolutions
• Participate in Quarterly Business Reviews (QBRs) and implement feedback into operational improvements

Subcontractor & Partner Oversight

• Qualify, onboard, and manage regional subcontractor partners
• Define scopes of work, documentation standards, and expectations
• Build and manage subcontractor scorecards and performance grading models
• Monitor quality, enforce safety compliance, and ensure consistent service delivery
• Review and approve subcontractor invoices based on validated work and rate structures

Financial & Administrative Accountability

• Manage labor utilization, warranty exposure, and T&M billing performance
• Approve timesheets, expenses, and subcontractor payments
• Support territory-level budgeting and forecasting efforts

Technology & Process Optimization

• Utilize FSM platforms (e.g., SimPro) and mobile tools for scheduling, tracking, and reporting
• Leverage real-time data to optimize dispatch and field efficiency
• Identify opportunities to improve workflows, automate processes, and scale operations

Safety, Compliance & Risk Management

• Enforce OSHA, NEC, and local compliance standards across all field operations
• Track safety incidents and lead root-cause analysis and corrective actions
• Maintain equipment, calibration, and inspection logs across the territory

Requirements:

• Proven experience managing field service operations and subcontractor networks
• Strong leadership, decision-making, and problem-solving capabilities
• Track record of driving operational efficiency, safety compliance, and customer satisfaction
• Experience with FSM tools, mobile workforce platforms, and process improvement initiatives
• Ability to operate cross-functionally and influence without direct authority
• High accountability mindset with a bias toward action and ownership

Preferred:

• Experience in IP-based security surveillance installation and integration
• Background in networking, network administration, or network security
• Relevant certifications (e.g., Cisco CCNA, CompTIA Network+, Security+)