Field Services Manager

Diversified•Raleigh, NC

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 owns employee experience and development alongside technical tasks, processes, escalations, administrative duties, team performance, inventory quality, projects, reliability issues, service metrics, budgets, and service delivery leadership. It is also strategically aligned with transforming field service operations through operational, delivery, process, and cost optimization. This is a virtual position for day-to-day work, with periodic onsite presence of up to 25% at customer sites concentrated in the Southeast US region. The employee must reside in, or be willing to relocate to, a location within day-travel proximity of that region. Normal office conditions apply, including computer, monitor, and communication-tool use and prolonged sitting. The role may require frequent travel for site tours, turnover meetings, client engagement, and reviews. The manager leads Functional Supervisors and Field Service Technicians, coordinates with Field Service Directors and managers on complex projects, and guides regional staffing priorities and cross-team resource adjustments. Supervisors retain routine daily technician scheduling and assignment responsibilities. The manager establishes coaching and development expectations, supports training, reviews service documentation and case performance, assesses subcontractor work, and coordinates with Technical Operations, Engineering, Programming, and Client Success Management. The role is accountable for service quality, customer expectations, operational performance, process improvement, staffing and employee development, and regional service delivery optimization. Depending on the manager’s background and training, service work may include HD-SDI and/or SMPTE 2110 broadcast systems. The position involves managing multiple issues and priorities, resolving interpersonal conflicts, communicating with internal and external stakeholders, and engaging with sales and executive leadership.

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.
Must reside in, or be willing to relocate to, a location within day-travel proximity of the Southeast US region.
Ability to manage multiple issues and prioritize resolution while balancing quality and customer service delivery.
Ability to resolve interpersonal conflicts and understand individual team members’ needs.
Effective communication with internal and external stakeholders, including sales and executive leadership.
Ability to use computers, monitors, and communication tools; the work includes sitting for long periods.

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 area(s) of expertise are preferred.
Technical knowledge in AV and Pro AV project and service work scopes, with relevant OEM training and certifications.
Broadcast HD-SDI and SMPTE 2110 experience.
Manufacturer certifications and familiarity with audio, video, and networking equipment, including Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, and NewTek.
Proficiency 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.
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; routine daily technician scheduling remains with supervisors.
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.
Liaise with 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 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.
On occasion, service equipment and systems at business and corporate, government, educational, religious, arena, theater, multipurpose-room, AV control-room, and military sites.
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 relationships and effective communication between teams, stakeholders, and departments.
Drive individual development plans to support employee growth, motivation, and retention.
Promote a positive culture, harmony, approachability, and support for 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 Day 1 and Day 0 teams to standardize project-to-service workflow.
Make technical and tactical decisions; assess performance and handle employee commendations or reprimands, and work with management on hiring or termination decisions.
Conduct process improvement and quality control.