Field Services Manager

Diversified•Hartford, CT

21d•Remote

About The Position

The Field Services Manager leads Diversified’s regional field services operations, with responsibility for customer relationships, workforce capacity, service commitments and SLAs, and operational performance. The role combines people leadership and employee development with technical oversight, escalations, process management, service metrics, budgets, project management, inventory quality, and reliability improvement. It also drives strategic initiatives to optimize field-service operations, delivery, processes, and costs. This is a virtual position with periodic onsite work of 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 that region. The manager leads supervisors and Field Service Technicians, coordinates with Field Service Directors and other internal teams, and may occasionally provide field service for a range of client environments and AV systems. Depending on background and training, the work may include HD-SDI and/or SMPTE 2110 broadcast field service.

Requirements

12+ years of experience in Service Delivery & 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 stress and adapt, resolve interpersonal conflicts, manage agents as individuals, and prioritize multiple issues while balancing service quality and customer delivery.

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 audio, video, and networking equipment, with examples 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-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 routine daily technician scheduling and assignment responsibilities.
Train new staff on service-process 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 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 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.
Occasionally service equipment and systems in business and corporate, government, educational, houses of worship, arena, theater, multipurpose-room, AV control-room, and military environments.
Maintain high performance in service-related processes and implement improvements as needed.
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 strategies to optimize service delivery.
Lead personnel management, including recruitment, performance assessment, training, and mentoring.
Build relationships with teams and stakeholders to support effective communication across departments.
Drive individual development plans, employee motivation, and retention.
Promote a positive and harmonious culture; remain approachable and connected to 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.
Align with the Day 1 and Day 0 teams to standardize project-to-service workflow.
Make technical and tactical decisions; exercise hiring and firing authority professionally, assess performance, and commend or reprimand employees in coordination with management.
Support process improvement and quality control.
Manage competing issues and priorities while balancing quality and customer service; communicate effectively with internal and external stakeholders and engage sales and executive leadership.