Field Services Manager

Diversified•Kenilworth, NJ

10d•$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 leadership. It is also strategically focused on transforming and optimizing 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 NYC/NJ/New England region. Candidates must reside within day-travel proximity of that region or be willing to relocate there. The role may involve travel for site tours, turnover meetings, client engagement, and reviews. Work otherwise takes place in normal office conditions and includes prolonged computer use and sitting. The manager leads Field Service Supervisors and technicians; sets regional staffing priorities; develops coaching, training, and performance expectations; coordinates with technical, engineering, programming, client success, and case management teams; and oversees service documentation, case performance, subcontractor work, and service quality. The role also delivers field service to a range of client environments and drives operational improvement, standardization, employee development, cost optimization, and effective project-to-service workflows. Diversified offers competitive compensation and a comprehensive benefits package, along with a collaborative and flexible work environment and a culture that values diversity, inclusion, and innovation.

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 tolerate stress and adapt.
Ability to resolve interpersonal conflicts and manage team members as individuals, understanding their unique needs.
Ability to handle multiple issues and prioritize resolutions while balancing quality and customer service delivery.
Ability to engage with sales and executive leadership and communicate effectively with internal and external stakeholders.
Reside within day-travel proximity of the NYC/NJ/New England region or be willing to relocate there.
Ability to travel for site tours, turnover meetings, client engagement, and reviews.
Ability to use computers, monitors, and communication tools and to sit for long periods.

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 technology areas 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.
Familiarity with a broad 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 working 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.
Ability to manage and prioritize tasks efficiently.
Solid 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 and complex service projects, including projects involving programming, field engineering, or installations.
Provide Field Service Supervisors with regional staffing priorities and authorize cross-team resource adjustments; routine daily technician scheduling and assignments remain with supervisors.
Train new staff on service platforms, operations, procedures, protocols, and policies through Regional Supervisors.
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 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, identify performance 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 processes and delivery.
On occasion, provide field service to client equipment and systems across corporate, government, educational, worship, arena, theater, multipurpose-room, AV control-room, and military environments; depending on background and training, this may include HD-SDI and/or SMPTE 2110 broadcast service.
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 strong stakeholder and team relationships that enable effective communication between departments.
Drive individual development plans, employee 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, 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; and handle employee recognition, reprimands, and hiring or termination decisions with professionalism and in coordination with management.