Field Services Manager

Diversified•Los Angeles, 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, delivering service commitments and SLAs, and driving performance. The role is accountable for employee experience and development as well as technical operations, processes, escalations, team performance, inventory quality, project management, reliability issues, service metrics, budgets, and service delivery leadership. The position combines operational management with strategic work to transform and optimize field service operations, including delivery, processes, and costs. It leads Functional Supervisors and Field Service Technicians, works with Field Service Directors and managers on complex service projects, sets regional staffing priorities, and supports technician training and development through supervisors. It also coordinates with Technical Operations, Engineering, Programming, Client Success Management, Case Management, and subcontractors. The role is virtual day to day, with periodic onsite work at customer sites concentrated in the West Coast/California region, up to 25%. Candidates must reside in, or be willing to relocate to, a location within day-travel proximity to this region. The work may involve serving customers in corporate, government, education, houses of worship, arenas, theaters, multipurpose rooms, AV control rooms, and military environments. Depending on background and training, work may include HD-SDI or SMPTE 2110 broadcast field service.

Requirements

Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics fields.
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 tolerate stress and adapt.
Ability to resolve interpersonal conflict and manage employees as individuals, understanding their unique requirements.
Ability to manage multiple issues and prioritize resolution while balancing quality and customer service delivery.
Ability to engage with sales and executive leadership and communicate effectively with internal and external stakeholders.
Technical and tactical decision-making skills.
Professional ability to participate in hiring and termination decisions and assess, reprimand, or commend employee performance.
Ability to drive process improvement and quality control.
Strong people management and leadership capabilities.
Strong organizational skills and ability to efficiently manage and prioritize tasks.
Solid resource-planning and problem-solving skills.
Proactive attitude.
Residence in, or willingness to relocate to, a location within day-travel proximity to the West Coast/California region.
Ability to travel for customer-site work; onsite presence may be up to 25%.

Nice To Haves

AVIXA CTS Certification is desired.
OSHA 30 Certificate is highly desired; NYC OSHA 30 is desired in the relevant region.
Certifications pertinent to technology areas of expertise are preferred.
Technical knowledge of AV and Pro AV project and service work scopes, with relevant OEM training and certifications.
Broadcast HD-SDI and SMPTE 2110 knowledge or experience.
Familiarity with 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 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.
Experience with CRM, ITSM, and other service tools.

Responsibilities

Lead Functional Supervisors and Field Service Technicians as a people leader.
Collaborate 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 routine daily technician scheduling and assignment management.
Train new staff in 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.
Serve 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 timely review technician service reports; audit documentation quality, 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 escalation actions.
Work with the Field Service Director to improve field service processes and delivery methods.
Provide high-level field service to clients and, as appropriate, service equipment and systems in customer environments including corporate, government, educational, religious, arena, theater, multipurpose-room, AV control-room, and military settings.
Maintain high performance in service-related processes and implement improvement activities.
Establish systems, procedures, and methodologies that support outstanding service delivery.
Take accountability for service delivery performance, customer expectations, and future demand.
Analyze third-party and internal processes and create service-delivery optimization strategies.
Lead personnel management, including recruitment, performance assessment, training, and mentoring.
Build relationships with teams and stakeholders to support effective interdepartmental communication.
Drive individual development plans, employee motivation, and retention.
Promote a positive culture and team harmony; 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.
Manage technical and tactical decisions, employee performance actions, quality control, and process improvement; work with management on hiring and termination decisions.
Travel for site tours, turnover meetings, client engagement, and reviews as required.

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.
Competitive compensation.