Field Services Manager

Diversified•Raleigh, NC

22d•$120,000 - $130,000•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 tasks, processes, escalations, service metrics, budgets, inventory quality, projects, and reliability issues. It also drives strategic transformation and optimization across field service operations, delivery, processes, and costs. This is a virtual position with periodic onsite work at customer sites, up to 25%, concentrated in the Southeast United States. The manager must reside in, or be willing to relocate to, a location within day-travel proximity of the region. The role supports service delivery across corporate, government, educational, worship, arena, theater, multipurpose-room, AV control-room, and military environments. Depending on background and training, work may include HD-SDI and/or SMPTE 2110 broadcast field service. The position leads functional supervisors and field service technicians, works with Field Service Directors and managers on complex service projects, and partners with Technical Operations, Engineering, Programming, Client Success Management, Case Management, and other stakeholders. It is accountable for service quality, customer expectations, workforce development, operational consistency, and continuous improvement.

Requirements

12 or more years of experience in service delivery and operations.
Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics fields.
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.
Ability to manage and prioritize multiple issues while balancing service quality and customer delivery.
Ability to resolve interpersonal conflicts and adapt to stress.
Ability to manage employees as individuals and understand their differing needs.
Technical and tactical decision-making skills.
Professional ability to assess performance, reprimand, and commend employees, and to work with management on hiring or termination decisions.
Must reside in, or be willing to relocate to, a location within day-travel proximity of the Southeast U.S. region.
Willingness to make periodic customer-site visits, up to 25%, as required.
Normal office conditions, including prolonged sitting and use of computers, monitors, and communication tools; travel may be required for site tours, turnover meetings, client engagement, and reviews.

Nice To Haves

AVIXA CTS Certification is desired.
OSHA 30 Certificate is highly desired; NYC OSHA 30 is desired in the relevant region.
Certifications relevant to areas of technology expertise are preferred.
Technical knowledge of AV and Pro AV project and service scopes, with relevant OEM training and certifications.
Broadcast HD-SDI and SMPTE 2110 experience or knowledge.
Manufacturer certifications and familiarity with audio, video, and networking equipment, including Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, and NewTek.
Proficiency leading physical and virtual teams.
Experience working with third-party service providers.
Operational ability in a diverse, large-scale environment.
Exceptional customer-facing skills.
In-depth knowledge of escalation procedures, incident management, and related 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.
Collaborate with Field Service Directors and managers on high-level or complex service projects, including projects involving programming, field engineering, or installations.
Set regional staffing priorities for Field Service Supervisors and authorize cross-team resource adjustments; supervisors retain responsibility for routine technician scheduling and assignments.
Train new staff through Regional Supervisors on service platforms, operations, procedures, protocols, and policies.
Set coaching and development expectations and hold supervisors accountable for technician training, mentoring, and documented performance feedback.
Serve as liaison among 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 changes to remain operational.
Assess subcontractor work and performance with the Field Service Supervisor.
Ensure supervisors review technician service reports promptly; audit documentation, identify performance 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.
Occasionally provide field service on customer equipment and systems, including AV and, where applicable, HD-SDI and/or SMPTE 2110 broadcast systems.
Maintain high performance in service processes and implement improvement activities.
Ensure systems, procedures, and methodologies support outstanding service delivery.
Take accountability for service delivery performance, customer expectations, and future demand.
Analyze third-party and internal processes and develop service-delivery optimization strategies.
Lead personnel management, including recruitment, performance assessment, training, and mentoring.
Build stakeholder relationships and facilitate communication between departments.
Drive individual development plans, employee motivation, and retention.
Promote positive culture, team harmony, approachability, and support for the team.
Drive quality and standardization across field service operations.
Lead cost-optimization and service-improvement initiatives, including process and workflow automation and elimination of redundancies.
Coordinate with Day 1 and Day 0 teams to standardize the project-to-service workflow.
Manage complex and competing issues, prioritize resolutions, and balance quality with customer service delivery.
Engage with sales and executive leadership and communicate effectively with internal and external stakeholders.
Exercise technical and tactical decision-making, quality control, process improvement, and employee performance authority; work with management on hiring or termination decisions.

Benefits

Multiple medical plan options.
Company HSA and HRA contributions.
Dental coverage, including orthodontic benefits, and vision plans.
Company-paid basic life and AD&D insurance.
Short-term and long-term disability insurance.
Employee Assistance Program (EAP).
Three weeks of paid time off, plus company holidays and floating holidays.
401(k) with company match.
Paid maternity leave.
Healthcare and dependent-care flexible spending accounts (FSA).
Voluntary critical illness, hospital indemnity, accident, pet, homeowners, auto, supplemental life and AD&D, and legal-services benefits.
Commuter benefits.