Field Services Manager

Diversified•Boston, MA

22d•$120,000 - $130,000•Hybrid

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 employee experience and development with oversight of technical work, processes, escalations, team performance, inventory quality, projects, reliability issues, service metrics, budgets, and service delivery leadership. The position also advances strategic transformation of Field Service operations through optimization of operations, delivery, processes, and costs. It is virtual day to day, 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 Field Service Supervisors and technicians, works with Field Service Directors and other teams on complex service projects, sets regional staffing priorities, develops coaching and training expectations, and supports consistent service delivery. The role may occasionally involve servicing AV equipment and systems in corporate, government, educational, worship, arena, theater, multipurpose-room, control-room, and military environments. Depending on the manager’s background and training, the work may include HD-SDI and/or SMPTE 2110 broadcast field service.

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.
Ability to tolerate stress and adapt, manage multiple issues, and prioritize while balancing quality and customer service.
Ability to manage employees as individuals and understand their unique requirements.
Effective communication with internal and external stakeholders.
Technical and tactical decision-making skills.
Location in, or willingness to relocate to, day-travel proximity of the NYC/NJ/New England region.
Ability to travel for site tours, turnover meetings, client engagement, and reviews.

Nice To Haves

AVIXA CTS Certification is desired.
OSHA 30 Certificate is highly desired; NYC OSHA30 is desired in the relevant region.
Certifications relevant to technology areas 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 experience or knowledge.
Familiarity with a wide range of audio, video, and networking equipment and manufacturer certifications, 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.
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, potentially involving programming, field engineering, or installations.
Provide supervisors with regional staffing priorities and authorize cross-team resource adjustments.
Train new staff in service platforms, operations, procedures, protocols, and policies through Regional Supervisors.
Develop coaching and employee-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, identify recurring 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 escalations.
Work with the Field Service Director to improve field service delivery processes and methods.
Provide field service for client equipment and systems, which may include broadcast field service depending on background and training.
Maintain high performance in service processes and implement improvement activities.
Ensure systems, procedures, and methodologies support outstanding service delivery.
Take accountability for service 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 relationships that support effective communication between teams and stakeholders.
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 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, contribute to hiring and termination decisions, assess performance, and support employee commendation or reprimand.
Manage competing issues, resolve interpersonal conflict, and engage sales, executive leadership, and 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 PTO, company holidays, and floating holidays.
401k 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.