Field Services Manager

Diversified•Santa Clara, CA

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, delivering service commitments and SLAs, and driving performance. The role combines people leadership and employee development with technical oversight, process and escalation management, service quality and inventory checks, project management, reliability improvements, service-metric tracking, budgeting, and service-team leadership. The position also drives strategic transformation of field service operations, including optimization of operations, delivery, processes, and costs. It is virtual for day-to-day work but requires periodic onsite presence at customer sites, potentially up to 25%, concentrated in California and the West Coast. Candidates must reside in or be willing to relocate to a location within day-travel proximity of that region. The work supports a range of environments, including corporate, government, education, houses of worship, arenas, theaters, multipurpose rooms, AV control rooms, and military settings.

Requirements

12 or more 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.
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.
Effective communication with internal and external stakeholders.
Ability to handle interpersonal conflict and adapt under stress.
Ability to manage individuals and understand their differing needs.
Must reside in, or be willing to relocate to, a location within day-travel proximity of California/the West Coast region.

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 equipment such as Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, and NewTek.
Experience leading physical and virtual teams.
Experience working with third-party-provided services.
Operational capability 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, task-management, 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; supervisors retain responsibility for routine technician scheduling and assignments.
Train new staff through Regional Supervisors on service platforms, operations, procedures, protocols, and policies.
Set 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 require 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.
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.
Occasionally provide field service for client equipment and systems; depending on background and training, this may include HD-SDI and/or SMPTE 2110 broadcast field service.
Maintain strong performance in service 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 internal and third-party processes and develop service-delivery optimization strategies.
Lead personnel management, including recruitment, performance assessment, training, and mentoring.
Build stakeholder relationships and enable effective communication between departments.
Drive individual development plans to support employee growth, motivation, and retention.
Promote a positive and harmonious culture, remain approachable, and support the team.
Drive quality and standardization across Field Service operations.
Lead cost-optimization and service-improvement initiatives, including 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; assess job performance, provide reprimands or commendations, and participate in hiring or termination decisions with management.

Benefits

Multiple medical plan options.
Company contributions to HSA and HRA accounts.
Dental coverage, including orthodontic benefits, and vision plans.
Company-paid basic life and AD&D benefits.
Short-term and long-term disability insurance.
Employee Assistance Program (EAP).
Three weeks of paid time off, plus company holidays and floating holidays.
401(k) with company match.
Paid maternity leave.
Healthcare and dependent-care Flexible Spending Accounts (FSA).
Voluntary benefits including critical illness, hospital indemnity, accident insurance, pet insurance, homeowners and auto insurance, supplemental life and AD&D coverage, and legal services.
Commuter benefits.