Field Service Manager - West

IPS Group Inc.•San Diego, CA

1d•$90,000 - $115,000•Hybrid

About The Position

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.

Requirements

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
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

Nice To Haves

Proximity to San Diego and LA Preferred not required

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
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