Field Service Manager

Aventiv•McRae, AR

10d•$78,239 - $89,193•Hybrid

About The Position

Responsible for overseeing the administration of Aventiv's tablet program within customer locations, including physical installation, maintenance, and repair of the company’s products and services. The goal is to meet business objectives, create customer loyalty, grow revenue, and manage costs within the assigned area. This role involves managing a team of 12-20 Field Service Technicians and Contractors, overseeing processes, workflows, customer satisfaction (CSAT), employee management, budget, inventory, vendor management, contract negotiations, project management, and training programs.

Requirements

High school diploma or GED
4+ years’ experience in a related industry
3+ years of Supervisory and Management experience in Telecom
Attain knowledge of all Securus products
Knowledge of all positions and resources assigned to the assigned area
Strong knowledge of Field Operations, inventory management, remote resource management, fleet management, RFP’s, installation, repair, maintenance, vendor management, contract negotiations and customer satisfaction
Strong analytical, organizational, planning, interpersonal, presentation, written and verbal communication skills
Financial acumen with ability to manage departmental budgets
Able to drive metrics to improve performance
Leader with strong organizational and interpersonal skills in a managerial role
Business acumen with the ability to balance customer requirements with business objectives
Computing and Business Tool experience (Word, Excel, Power point)
Ability to travel throughout the United States as needed
Strong Operational experience – Structured, process oriented, and data driven
Strong time management skills
Self-Motivation
Providing detailed reports to upper management
Strong verbal skills

Nice To Haves

Bachelor’s Degree or equivalent work experience
5+ years of Supervisory and Management experience
Contract Negotiation, development and management experience
Experience in managing medium, distributed, cross-cultural remote teams
Project management

Responsibilities

Driving performance objectives and leading Key Performance Indicators (KPIs) to ensure department and company success metrics, including break-fix SLA response & resolve, Site Survey, Move Add Change, and Installation Completion.
Supporting tablet customers by administering programs and ensuring tablets are fully utilized and tracked throughout their life.
Ensuring company goals for customer satisfaction are met through continuous improvement based on feedback from Customer Value, Transactional, and Installation surveys (CSAT).
Managing capacity planning for maximum efficiency, prioritizing and managing resource allocation based on changing business priorities and budget constraints.
Managing projects by scheduling resources and coordinating with relevant parties.
Documenting projects by tracking installation costs and completing project tasks.
Recruiting, selecting, orienting, and training new hires.
Assigning, scheduling, and coaching team members.
Planning, coordinating, and managing daily activities.
Providing training, monitoring performance, analyzing results, and handling general administrative duties.
Ensuring team members work effectively and efficiently.
Conducting team and customer meetings.
Assessing and evaluating performance.
Ensuring all activities comply with corporate and industry standards, and assuring top operational capability, performance, and efficiency.
Negotiating and managing 3rd party contracts as required to meet business needs.
Overseeing the physical installation, repair, and maintenance of all Securus products and features in the accounts within the assigned area.
Managing hiring, morale, performance evaluations, and development plans, including counseling, monthly one-on-one reviews, and disciplinary actions.
Managing expense, capital, and headcount budgets with an annual operating budget, and analyzing ways to reduce operating costs.
Managing field resources, assets, processes, procedures, workflows, ticket management/documentation, quality, CSAT, fleet management, inventory management, vendor management, budget management, contract negotiations, and training.
Managing direct associates, including Field Service Technicians.
Overseeing regional asset management (Truck Inventory, Company vehicles, Tools, Laptops, etc.) and conducting quarterly inventory counts.
Preparing and giving reports, communications, and presentations to Regional management.
Performing other duties as assigned.