Field Services Manager

Diversified•Atlanta, GA

10d•$120,000 - $130,000•Remote

About The Position

The Field Services Manager leads Diversified’s regional field services operations. The role is accountable for customer relationships, regional workforce capacity, service commitments and SLAs, operational performance, and employee experience and development. Responsibilities also include overseeing technical work, processes, escalations, team performance, inventory quality, projects, reliability issues, service metrics, budgets, and service delivery teams. The position also drives strategic transformation of Field Service operations, including improvements to operational efficiency, service delivery, processes, and cost. It is a virtual position for day-to-day work, with periodic onsite presence at customer sites—up to 25%—concentrated in the Southeast US. Candidates must reside in, or be willing to relocate to, a location within day-travel proximity of that region. The manager leads Functional Supervisors and Field Service Technicians, collaborates with Field Service Directors and managers on complex service projects, and coordinates with Technical Operations, Engineering, Programming, Client Success Management, Case Management, and other stakeholders. The role may occasionally 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 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 tolerate stress and adapt.
Ability to resolve interpersonal conflicts and understand agents’ individual needs.
Ability to manage multiple issues, prioritize resolution, and balance quality with customer service delivery.
Ability to engage with sales and executive leadership and communicate effectively with internal and external stakeholders.
Ability to manage and prioritize tasks efficiently, with strong organizational, resource-planning, and problem-solving skills.
Readiness to demonstrate a proactive attitude.
Ability to work in or relocate to a location within day-travel proximity of the Southeast US region.

Nice To Haves

AVIXA CTS Certification.
OSHA 30 Certificate; NYC OSHA30 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 or knowledge.
Familiarity with a wide range of audio, video, and networking equipment and manufacturer certifications, such as Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, or NewTek.
Proficiency leading both physical and virtual teams.
Experience working 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 related service-delivery disciplines.
Expertise in people management and leadership.
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; routine daily technician scheduling remains with Supervisors.
Train new staff on 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.
Serve as a liaison 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 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 performance trends, and direct corrective action.
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 processes and delivery methods.
Deliver high-quality field service to clients and, on occasion, service relevant equipment and systems in client environments.
Maintain high performance in service-related processes and implement improvements where necessary.
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 strong relationships with teams and stakeholders to enable effective communication between departments.
Drive individual development plans, employee motivation, and retention.
Promote a positive culture and team harmony, remain approachable, and support the team.
Drive quality and standardization across Field Service operations.
Lead cost-optimization and service-improvement initiatives, including workflow automation and eliminating redundancies.
Align with Day 1 and Day 0 teams to standardize the project-to-service workflow.
Make technical and tactical decisions; participate in hiring and termination decisions, assess performance, and provide reprimands or commendations professionally.
Drive process improvement and quality control.

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 coverage.
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 benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services.
Commuter benefits.