Field Services Manager

Diversified•Hartford, CT

22d•$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 owns employee experience and development while overseeing technical tasks, processes, escalations, administrative work, team performance, inventory quality, projects, reliability issues, service metrics, budgets, and service delivery teams. It is also strategically responsible for advancing field service operations through optimization of operations, delivery, processes, and costs. This is a virtual position in 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 this region. The position may involve travel for site tours, turnover meetings, client engagement, and reviews. The manager leads Field Service Supervisors and Technicians, coordinates complex service projects with Field Service Directors and managers, sets regional staffing priorities, and supports training, coaching, and technician development. The role partners with Technical Operations, Engineering, Programming, Client Success Management, Case Management, sales, and executive leadership. It guides service quality, case performance, escalation, process improvement, cost optimization, workflow standardization, and employee development and retention. Depending on the manager’s background and training, the role may include servicing AV systems in corporate, government, educational, worship, arena, theater, multipurpose-room, AV control-room, and military environments, including broadcast HD-SDI and/or SMPTE 2110 systems. The work environment includes normal office conditions, computer monitors, and communication tools, with prolonged sitting. The role may require frequent travel within the region.

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.
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.
Ability to resolve interpersonal conflicts and manage agents as individuals while understanding their differing needs.
Technical and tactical decision-making skills.
Ability to assess job performance and handle employee reprimands and commendations professionally.
Strong organizational, resource-planning, and problem-solving skills, including the ability to manage and prioritize tasks efficiently.
Proactive attitude and adaptability, including stress tolerance.
Ability to communicate effectively with internal and external stakeholders.
Reside in, or be willing to relocate to, a location within day-travel proximity of the NYC/NJ/New England region.
Ability to travel for site tours, turnover meetings, client engagement, and reviews; periodic customer-site presence may be up to 25%.

Nice To Haves

AVIXA CTS Certification is desired.
OSHA 30 Certificate is highly desired; NYC OSHA30 is desired in the relevant region.
Certifications pertinent to the 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 or knowledge.
Familiarity with a wide range of audio, video, and networking equipment and manufacturer certifications, including examples such as 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 service-delivery disciplines.
Expertise in people management and leadership.
Experience with CRM, ITSM, and other service tools.

Responsibilities

Lead Field Service 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, and 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 on service 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 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 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 improve field service processes and delivery methods.
Provide field service to clients and, when appropriate based on background and training, service AV and broadcast systems in a range of customer environments.
Maintain high performance in service processes 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 personnel management, including recruitment, performance assessment, training, and mentoring.
Build stakeholder relationships and facilitate effective communication between departments.
Drive individual development plans, employee motivation, and retention.
Promote a positive culture and harmony, and remain approachable and connected to 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 the project-to-service workflow.
Make technical and tactical decisions; assess performance, reprimand or commend employees, and work with management on hiring and termination decisions.
Manage multiple issues and priorities while balancing service quality and customer delivery expectations.
Engage with sales and executive leadership and communicate effectively with internal and external stakeholders.

Benefits

Multiple medical plan options.
Company HSA and HRA contributions.
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.
Competitive compensation.