Field Services Manager

Diversified•Kenilworth, NJ

9d•Remote

About The Position

The Field Services Manager leads Diversified’s regional field services operations, maintaining customer relationships, managing regional workforce capacity, delivering service commitments and SLAs, and driving performance. The role combines people leadership and employee development with oversight of technical work, processes, escalations, service quality, projects, reliability issues, service metrics, budgets, inventory quality, and service delivery administration. It also supports strategic transformation of field service operations through improvements to operational efficiency, delivery, processes, and cost. This is a virtual position for day-to-day work, with periodic onsite presence at customer sites, up to 25%, concentrated in the NYC/NJ/New England region. The employee must reside in or be willing to relocate to a location within day-travel proximity of this region. The role may involve servicing AV equipment and systems in corporate, government, educational, worship, arena, theater, multipurpose room, AV control room, and military environments. Depending on background and training, it may include HD-SDI and/or SMPTE 2110 broadcast field service.

Requirements

12+ years of experience in service delivery and operations.
Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics.
Expert-level skills with a wide range of audio, video, and networking equipment.
Knowledge of low-voltage electrical concepts and electronics.
Advanced AV networking, audio, and video skills.
Excellent written, verbal, and customer service communication skills.
Service project management skills.
Ability to diagnose, troubleshoot, and resolve complex technical problems.
Basic to advanced networking skills.
Reside in, or be willing to relocate to, a location within day-travel proximity of the NYC/NJ/New England region.
Ability to handle multiple issues and prioritize resolutions while balancing quality and customer service delivery.
Ability to engage with sales and executive leadership and communicate effectively with internal and external stakeholders.

Nice To Haves

AVIXA CTS Certification.
OSHA 30 Certificate; NYC OSHA 30 is desired in the relevant region.
Certifications pertinent to the technology area(s) of expertise.
Technical knowledge of AV and Pro AV project and service scopes, with relevant OEM training and certifications.
Broadcast HD-SDI and SMPTE 2110 experience.
Manufacturer certifications and familiarity with audio, video, and networking equipment, such as Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, and NewTek.
Proficiency leading physical and virtual teams.
Experience dealing with third-party-provided services.
Operational ability in a diverse, large-scale environment.
Exceptional customer-facing skills.
In-depth knowledge of escalation procedures, incident management, and other service delivery disciplines.
Expertise in people management and leadership.
Strong organizational skills and ability to manage and prioritize tasks efficiently.
Solid resource planning and problem-solving skills.
Proactive attitude.
Experience with CRM, ITSM, and other service tools.

Responsibilities

Lead Functional Supervisors and Field Service Technicians as a people leader.
Work with Field Service Directors and managers on high-level and complex service projects, including programming, field engineering, and installations.
Set regional staffing priorities for Field Service Supervisors and authorize cross-team resource adjustments; supervisors retain routine daily technician scheduling and assignment management.
Support training of new staff in service platforms, operations, procedures, protocols, and policies through Regional Supervisors.
Set coaching and development expectations and hold supervisors accountable for technician training, mentoring, and documented performance feedback.
Liaise between Technical Operations, Engineering and/or Programming teams, and Client Success Management.
Provide field engineering recommendations for aging systems and systems built by others that need minor field changes to remain operational.
Assess subcontractor work and performance with the Field Service Supervisor.
Ensure supervisors review technician service reports promptly; audit documentation quality, identify recurring trends, and direct corrective action through supervisors.
Lead recurring regional case-performance reviews with Supervisors and Case Management, addressing aging cases, repeat visits, operational barriers, ownership, and escalations.
Work with the Field Service Director to improve field service delivery processes and methods.
Deliver field service to clients and, when applicable, service associated equipment and systems.
Maintain strong performance in service-related processes and implement improvement activities.
Ensure systems, procedures, and methodologies support outstanding service delivery.
Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
Analyze third-party and internal processes and create strategies to optimize service delivery.
Lead recruitment, performance assessment, training, and mentoring.
Build relationships with teams and stakeholders to support effective communication between departments.
Drive individual development plans, employee motivation, and retention.
Promote positive culture, harmony, approachability, and support for the team.
Drive quality and standardization across field service operations.
Lead cost optimization and service improvement initiatives, including workflow automation and elimination of redundancies.
Align with Day 1 and Day 0 teams to standardize project-to-service workflow.
Resolve interpersonal conflicts, prioritize competing issues, and communicate effectively with internal and external stakeholders.
Make technical and tactical decisions; assess job performance and professionally handle hiring, termination, reprimands, and commendations in coordination with management.
Lead process improvement and quality control.