Field Services Manager

Diversified • San Diego, CA

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, meeting service commitments and SLAs, and driving performance. The role combines employee experience and development with technical oversight, process and escalation management, administrative duties, project management, inventory quality checks, reliability improvement, service-metric tracking, budget management, and leadership of the service delivery team. It also advances strategic initiatives to optimize field service operations, delivery, processes, and costs.

This is a virtual position with periodic onsite work, up to 25%, at customer sites concentrated in the West Coast/California region. The employee must reside in, or be willing to relocate to, a location within day-travel proximity of that region. The role may involve servicing systems at corporate, government, educational, worship, arena, theater, multipurpose-room, AV control-room, and military sites. Depending on background and training, it may include HD-SDI and/or SMPTE 2110 broadcast field service. The working environment includes normal office conditions, computer and communication-tool use, prolonged sitting, and potentially frequent travel for site tours, turnover meetings, client engagement, and reviews.

Requirements

• Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics.
• 12 or more years of experience in service delivery and 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.
• Ability to lead 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.
• Must reside in, or be willing to relocate to, a location within day-travel proximity of the West Coast/California region.
• Ability to manage stress, adapt, resolve interpersonal conflicts, and balance competing priorities while maintaining quality and service delivery.

Nice To Haves

• AVIXA CTS certification is desired.
• OSHA 30 Certificate is highly desired; NYC OSHA 30 is desired in the relevant region.
• Certifications relevant to the technology area of expertise are preferred.
• 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.

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; routine daily technician scheduling and assignments remain with supervisors.
• 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.
• Act as liaison among 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 delivery processes and methods.
• Provide high-quality field service to clients and, when required, service relevant equipment and systems.
• Maintain service-process performance 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 third-party and internal processes and develop service-delivery optimization strategies.
• Lead personnel management, including recruitment, performance assessment, training, and mentoring.
• Build strong stakeholder relationships and effective communication between departments.
• Drive individual development plans to support employee growth, motivation, and retention.
• Promote a positive culture and harmony, remain connected to the team, and be approachable.
• 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.
• Resolve interpersonal conflicts and manage individual team members in light of their unique needs.
• Prioritize multiple issues while balancing resolution quality and customer service delivery.
• Engage with sales and executive leadership and communicate effectively with internal and external stakeholders.
• Make technical and tactical decisions; exercise hiring, firing, performance-assessment, reprimand, and commendation responsibilities professionally, working with management on hiring or termination decisions.
• Drive process improvement and quality control.

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, pet, homeowners and auto insurance, supplemental life and AD&D coverage, and legal services.
• Commuter benefits.
• Competitive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager