Field Services Program Lead

Description

Summary
This position is responsible for the end-to-end management of client work orders related to locksmithing and security services — from vendor/technician sourcing and work order completion through project tracking and closeout. The role serves as the primary point of contact for client issues and escalations, and partners with the Program Manager/Operations leadership on process improvement and account support. This position requires strong organizational skills, occasional travel, and flexibility for after-hours/emergency support.

Job Responsibilities
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Manage client work orders for locksmithing and security-related services according to SLAs, ensuring timely completion, accurate scoping, and proper documentation
• Source, qualify, and assign locksmith technicians/vendors; oversee dispatch and maintain vendor relationships and compliance (licensing, insurance, safety, and contract requirements)
• Provide timely price quotes to the Program Manager for approval; follow up with clients after submission
• Review and reconcile vendor/technician invoices; ensure client billing accuracy in conjunction with billing team
• Serve as primary point of contact for clients; communicate status updates and resolve escalated issues, escalating to the Program Manager as needed
• Maintain accurate records of work orders, invoices, reports, emails, and other correspondence
• Collaborate with clients on a national level, coordinating across multiple active projects
• Support process improvements and client onboarding in partnership with Operations leadership
• Participate in after-hours/weekend coverage for emergency lockout or security dispatch support as needed
• Develop and maintain project schedules, budgets, and staffing plans
• Oversee project execution to ensure work is completed in accordance with contract requirements and quality standards
• Identify and manage project risks, escalating issues as needed
• Other duties as assigned

Supervisory Requirements
This position does not have supervisory responsibility.

Requirements

Proficiencies

• Strong organizational skills and attention to detail
• Adaptable and able to work in a fast-paced environment
• Excellent time management skills
• Problem resolution and professional communication skills
• Basic familiarity with locksmithing/security hardware terminology a plus (e.g., rekeying, master key systems, access control, panic hardware)

Education/Experience
Degree with 3+ years of experience in project management, facilities services, or security/locksmith operations — or an equivalent combination of training and experience. Basic proficiency in MS Office and a work order management system required; willingness to expand knowledge expected.

Salary Range:

$75,000-$85,000