Field Services Manager

Diversified•Santa Clara, CA

21d•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 balances employee experience and development with technical oversight, process and escalation management, administrative responsibilities, project management, reliability improvements, service metrics, budgets, inventory quality, and service-team leadership. It also advances strategic transformation of field service operations through optimization of operations, delivery, processes, and costs. This is a virtual position with periodic onsite presence at customer sites, up to 25%, concentrated in the West Coast/California region. The employee 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, and other stakeholders. The position may occasionally involve servicing AV systems across business, government, education, houses of worship, arenas, theaters, multipurpose rooms, AV control rooms, and military environments. Depending on background and training, the work may include HD-SDI or SMPTE 2110 broadcast field service. The role is accountable for service-delivery performance, customer expectations, workforce development, quality, standardization, cost optimization, and operational improvement. It includes personnel leadership and decision-making responsibilities such as assessing performance, hiring-related decisions, and working with management on employee termination decisions. The work is performed under normal office conditions and uses computers, monitors, and communication tools; it involves prolonged sitting and may require substantial regional travel for site tours, turnover meetings, customer engagement, and reviews.

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.
Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics.
Ability to manage multiple issues and prioritize work while balancing service quality and customer delivery.
Ability to manage people as individuals and understand their distinct needs.
Stress tolerance and adaptability, including interpersonal conflict resolution.
Reside in, or be willing to relocate to, a location within day-travel proximity of the West Coast/California region.
Willingness to travel 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 pertinent to the technology area(s) 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 knowledge.
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.
Experience 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.
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 routine daily technician scheduling and assignment management.
Train new staff in service-process platforms, operations, procedures, protocols, and policies through Regional Supervisors.
Establish 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 field changes to remain operational.
Assess subcontractor work and performance with the Field Service Supervisor.
Ensure supervisors review technician service reports in a timely manner; audit documentation quality, identify recurring 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.
Provide and oversee high-quality field service delivery to clients and, on occasion, service associated equipment and systems.
Maintain service-process performance and implement improvement activities where needed.
Ensure systems, procedures, and methodologies support outstanding service delivery; take accountability for 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 and effective dialogue among teams, stakeholders, and departments.
Drive individual development plans to support employee growth, motivation, and retention; promote a positive culture and team harmony.
Remain approachable and connected to the team and provide support when needed.
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 Day 1 and Day 0 teams to standardize the project-to-service workflow.
Make technical and tactical decisions, contribute to quality control and process improvement, and handle personnel matters professionally in coordination with management.
Manage competing issues, prioritize resolutions, resolve interpersonal conflicts, and communicate effectively with internal and external stakeholders, including sales and executive leadership.