Field Services Manager

Diversified•Tampa, FL

5d•$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, meeting service commitments and SLAs, and driving performance. The role combines people leadership and employee development with oversight of technical tasks, processes, escalations, administrative operations, project management, inventory quality, reliability issues, service metrics, budgets, and service delivery teams. It is also responsible for advancing 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 Southeast US. The role requires residing in, or being willing to relocate to, a location within day-travel proximity to the region. The manager leads functional supervisors and field service technicians, works with directors and managers on complex service projects, establishes regional staffing priorities, develops coaching and training expectations, and coordinates with technical operations, engineering, programming, client success, and case management teams. The role may occasionally involve servicing audiovisual equipment and systems at varied client environments, and may include HD-SDI or SMPTE 2110 broadcast field service depending on background and training. The manager is accountable for service delivery performance, customer expectations, quality and standardization, personnel management, employee development and retention, and ongoing improvement of processes, workflows, and costs. The role involves stakeholder engagement, decision-making, conflict resolution, prioritization, quality control, and hiring and performance management in coordination with management. The work environment is generally normal office conditions, using computers, monitors, and communication tools, with prolonged sitting. Travel may be required for site tours, turnover meetings, client engagement, and reviews.

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 manage multiple issues and prioritize resolutions while balancing quality and customer service delivery.
Effective communication with internal and external stakeholders.
Ability to resolve interpersonal conflicts and understand individual team members’ needs.
Ability to engage with sales and executive leadership.
Residence in, or willingness to relocate to, a location within day-travel proximity of the Southeast US region.
Availability for periodic onsite customer-site work, up to 25%, and 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 OSHA30 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.
Manufacturer certifications and familiarity with equipment such as Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, and NewTek.
Proficiency in 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 related service-delivery disciplines.
Expertise in people management and leadership.
Strong organizational skills and ability to manage and prioritize tasks efficiently.
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.
Provide Field Service Supervisors with regional staffing priorities and authorize cross-team resource adjustments.
Train new staff in 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.
Act 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 require minor 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, focusing on aging cases, repeat visits, operational barriers, ownership, and escalation actions.
Work with the Field Service Director to improve field service delivery processes and methods.
Provide field service for client equipment and systems as needed, potentially including broadcast systems using HD-SDI and/or SMPTE 2110, depending on background and training.
Maintain high performance in service-related 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 effective communication between departments.
Drive individual development plans to support employee growth, motivation, and retention.
Promote a positive culture and team harmony, remaining approachable and connected to the team.
Drive quality and standardization across field service operations.
Lead cost-optimization and service-improvement initiatives, including workflow automation and elimination of redundancies.
Coordinate 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; and lead process improvement and quality control.