Field Services Manager

Diversified•Tampa, FL

4d•Remote

About The Position

The Field Services Manager leads Diversified’s regional field services operations, maintaining customer relationships, regional workforce capacity, service commitments and SLAs, and performance. The role combines people leadership and employee development with oversight of technical work, processes, escalations, administrative tasks, projects, service quality, inventory, reliability, metrics, and budgets. It also drives strategic transformation and optimization of field service operations, delivery, processes, and costs. This is a virtual position for day-to-day work, with periodic onsite presence at customer sites—up to 25%—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. The manager leads Functional Supervisors and Field Service Technicians, works with Field Service Directors and managers on complex service projects, and coordinates with technical, engineering, programming, and client success teams. Depending on background and training, the role may include HD-SDI and/or SMPTE 2110 broadcast field service. The position is accountable for service delivery performance, customer expectations, team development and retention, quality and standardization, cost optimization, and continuous improvement. It involves personnel decisions and performance management, regional resource prioritization, escalation and case reviews, subcontractor assessment, technician report audits, and coordination to standardize project-to-service workflows.

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.
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.
Basic to advanced networking skills.
Excellent written, verbal, and customer-service communication skills.
Service project management skills.
Ability to diagnose, troubleshoot, and resolve complex technical problems.
Must reside in or be willing to relocate to a location within day-travel proximity of the Southeast US region.
Ability to tolerate stress and adapt, resolve interpersonal conflict, manage individuals’ differing needs, prioritize multiple issues while balancing quality and customer service, engage with sales and executive leadership, and communicate effectively with internal and external stakeholders.

Nice To Haves

AVIXA CTS Certification.
OSHA 30 Certificate; NYC OSHA 30 is desired in the relevant region.
Certifications pertinent to the technology area(s) of expertise.
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.
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 programming, field engineering, and installations.
Set regional staffing priorities for Field Service Supervisors and authorize cross-team resource adjustments; routine technician scheduling remains with supervisors.
Train new staff on 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 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 processes and delivery.
Provide field service for equipment and systems in business and corporate, government, educational, houses of worship, arena, theater, multipurpose room, AV control room, and military environments, as applicable.
Maintain service-process performance and implement improvement activities.
Ensure systems, procedures, and methodologies support outstanding service delivery.
Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
Analyze third-party and internal processes and develop service-delivery optimization strategies.
Lead recruitment, performance assessment, training, and mentoring; build strong relationships and effective communication among teams and stakeholders.
Drive individual development plans to grow employees, with a focus on 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 workflow automation and eliminating redundancies.
Align with Day 1 and Day 0 teams to standardize the project-to-service workflow.
Make technical and tactical decisions; exercise hiring and firing responsibilities professionally; assess job performance and reprimand or commend employees; and work with management on hiring or termination decisions.
Support process improvement and quality control.