Field Services Manager

Diversified•Orlando, FL

21d•Remote

About The Position

The Field Services Manager leads Diversified’s regional field services operations, maintaining customer relationships, managing regional workforce capacity, fulfilling service commitments and SLAs, and driving performance. The role combines employee experience and development with oversight of technical work, processes, escalations, service quality, projects, reliability issues, service metrics, budgets, and the service delivery team. It also supports transformational initiatives to optimize field service operations, delivery, processes, and costs. This is a virtual position with periodic onsite presence of up to 25% at customer sites, concentrated in the Southeast US. The employee must reside in, or be willing to relocate to, a location within day-travel proximity of that region. The manager leads Functional Supervisors and Field Service Technicians, partners with Field Service Directors and managers on complex service projects, and coordinates with Technical Operations, Engineering, Programming, and Client Success Management. The role may occasionally involve servicing systems in corporate, government, educational, worship, arena, theater, multipurpose-room, AV control-room, or military environments. Depending on background and training, it may include HD-SDI or SMPTE 2110 broadcast field service. The manager is accountable for service delivery performance, customer expectations, staff recruitment and performance, training and mentoring, employee development and retention, quality and standardization, and cost and process improvement. The role also addresses operational complexity, prioritization, conflict resolution, and communication with internal and external stakeholders, including sales and executive leadership.

Requirements

12+ years of experience in Service Delivery & 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.
Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics.
Must reside in, or be willing to relocate to, a location within day-travel proximity of the Southeast US region.
Ability to manage multiple issues and prioritize resolutions while balancing quality and customer service delivery.
Ability to handle interpersonal conflict and adapt under stress.
Ability to manage agents as individuals and understand their unique requirements.
Ability to communicate effectively with internal and external stakeholders and engage with sales and executive leadership.

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 areas of technology 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 knowledge.
Manufacturer certifications and familiarity with audio, video, and networking equipment, 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.
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 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 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.
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 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 methods.
Deliver field services for relevant customer systems and environments, which may include broadcast systems 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 delivery performance, customer expectations, and future demand.
Analyze third-party and internal processes and develop service-delivery optimization strategies.
Manage personnel, including recruitment, performance assessment, training, and mentoring.
Build effective relationships and communication among teams and stakeholders.
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.
Make technical and tactical decisions; assess performance, reprimand or commend employees, and work with management on hiring or termination decisions.
Manage process improvement and quality control.