Field Services Manager

Diversified•New York, NY

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, budget management, and leadership of the service delivery team. It is also strategically focused on transforming field service operations through optimization of operations, delivery, processes, and costs. This is a virtual position for day-to-day work, with periodic onsite presence 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 functional supervisors and field service technicians, partners with field service leadership on complex service projects, and coordinates with Technical Operations, Engineering, Programming, Client Success Management, Case Management, and other stakeholders. The role may occasionally involve servicing audiovisual equipment and systems across business/corporate, government, educational, worship, arena, theater, multipurpose-room, AV control-room, and military environments. Depending on background and training, it may include HD-SDI and/or SMPTE 2110 broadcast field service.

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.
Must reside in, or be willing to relocate to, a location within day-travel proximity of the NYC/NJ/New England region.
Ability to tolerate stress and adapt, resolve interpersonal conflicts, manage agents as individuals, prioritize multiple issues while balancing service quality and customer delivery, engage with sales and executive leadership, and communicate effectively with internal and external stakeholders.
Ability to manage and prioritize tasks efficiently, with strong organization, resource planning, and problem-solving skills.
Proactive attitude and ability to lead people and teams.

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 in AV and Pro AV project and service scopes, with relevant OEM training and certifications.
Broadcast HD-SDI and SMPTE 2110 experience or knowledge.
Familiarity with a wide range of audio, video, and networking equipment, with manufacturer certifications; examples include Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, and NewTek.
Proficiency leading both 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 disciplines related to service delivery.
Expertise in people management and leadership.
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 and complex service projects, including projects involving programming, field engineering, and installations.
Set regional staffing priorities for Field Service Supervisors and authorize cross-team resource adjustments; supervisors retain responsibility for routine daily technician scheduling and assignments.
Train new staff in service-process platforms, service operations, procedures, protocols, and policies through Regional Supervisors.
Develop coaching and development expectations and hold supervisors accountable for 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 performance 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 escalation actions.
Work with the Field Service Director to continually improve field service delivery processes and methods.
On occasion, service equipment and systems in business/corporate, government, educational, houses of worship, arena, theater, multipurpose-room, AV control-room, and military environments; this may include HD-SDI and/or SMPTE 2110 broadcast service depending on background and training.
Maintain high performance in service-related processes and implement improvement activities as needed.
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 create strategies to optimize service delivery.
Lead personnel management, including recruitment, performance assessment, training, and mentoring.
Build strong relationships with teams and stakeholders to support effective communication between departments.
Drive individual development plans to grow employees, with a focus on motivation and retention.
Promote a positive culture and harmony, remain approachable, and support the team.
Drive quality and standardization across Field Service operations.
Lead cost-optimization and service-improvement initiatives and projects, including process and workflow automation and elimination of redundancies.
Align with the 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 performance, reprimand and commend employees, and work with management on hiring or termination.
Drive process improvement and quality control.
Travel within the region for site tours, turnover meetings, client engagement, and reviews as needed.