Field Services Manager

Diversified•Boston, MA

21d•Remote

About The Position

The Field Services Manager leads Diversified’s regional field services operations, maintaining customer relationships, managing regional workforce capacity, fulfilling service commitments and SLAs, and driving performance. The role owns employee experience and development while overseeing technical work, processes, escalations, team performance, inventory quality, projects, reliability issues, service metrics, budgets, and the service delivery team. It also advances transformational initiatives to optimize field service operations, delivery, processes, and costs. This is a virtual position with periodic onsite work—up to 25%—at customer sites 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 the region. The manager leads functional supervisors and field service technicians and collaborates with Field Service Directors, managers, Technical Operations, Engineering, Programming, and Client Success Management. The role may occasionally involve servicing 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 & Operations.
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 multiple issues, prioritize resolution, and balance quality with customer service delivery.
Ability to resolve interpersonal conflicts and manage individuals with differing needs.
Ability to communicate effectively with internal and external stakeholders, including sales and executive leadership.
Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics.
Must reside in, or be willing to relocate to, a location within day-travel proximity of the NYC/NJ/New England region.

Nice To Haves

AVIXA CTS Certification is desired.
OSHA 30 Certificate is highly desired; NYC OSHA 30 is desired in the relevant region.
Certifications pertinent to technology areas of 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 equipment such as 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-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 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 in service platforms, operations, procedures, protocols, and policies through Regional Supervisors.
Set coaching and development expectations and hold supervisors accountable for ongoing 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 performance trends, and direct corrective action through the appropriate supervisor.
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 field services for client equipment and systems, with broadcast service work where appropriate to background and training.
Maintain high performance in service processes and implement improvement activities.
Ensure systems, procedures, and methodologies support outstanding service delivery; take accountability for 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 effective communication across departments.
Drive individual development plans to support employee growth, motivation, and retention.
Promote a positive, harmonious, approachable team culture and support the team when needed.
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 the project-to-service workflow.
Make technical and tactical decisions; assess job performance and professionally manage employee discipline, recognition, hiring, and termination in collaboration with management.
Travel within the region for site tours, turnover meetings, client engagement, and reviews.