Field Services Manager

Diversified•New York, NY

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 owns employee experience and development while overseeing technical work, processes, escalations, administrative responsibilities, team performance, inventory quality, projects, reliability issues, service metrics, budgets, and service delivery teams. It also drives strategic transformation and optimization of field service operations, delivery, processes, and costs. This is a virtual position with periodic onsite presence at customer sites, up to 25%, 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 to that region. The role serves customers in environments including corporate, government, educational, houses of worship, arenas, theaters, multipurpose rooms, AV control rooms, and military settings. Depending on the manager’s background and training, work may include HD-SDI and/or SMPTE 2110 broadcast field service. The position leads functional supervisors and field service technicians; coordinates with field service directors, managers, technical operations, engineering, programming, client success, case management, sales, and executive leadership; and provides technical, tactical, personnel, quality-control, and process-improvement leadership. The work environment includes normal office conditions, computer monitors, and communication tools, with 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 manage multiple issues and prioritize resolutions while balancing quality and customer service delivery.
Ability to communicate effectively with internal and external stakeholders.
Stress tolerance and adaptability, including interpersonal conflict resolution and the ability to understand individual team members’ needs.
Ability to engage with sales and executive leadership.
Must reside in, or be willing to relocate to, day-travel proximity to the NYC/NJ/New England region.

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 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 knowledge is an added plus.
Familiarity with a wide range of audio, video, and networking equipment and manufacturer certifications, with examples including 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.
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.
Provide regional staffing priorities to Field Service Supervisors and authorize cross-team resource adjustments; supervisors retain routine daily technician scheduling and assignment responsibilities.
Train new staff through Regional Supervisors in 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 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 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 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 processes and delivery methods.
Provide high-level field service to clients and, as needed, service equipment and systems across corporate, government, educational, religious, arena, theater, multipurpose room, AV control room, and military environments.
Maintain high performance in service-related processes 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 relationships and facilitate effective communication between teams and stakeholders.
Drive individual development plans, employee motivation, and retention.
Promote a positive culture, harmony, approachability, and connection with the team.
Drive quality and standardization across field service operations.
Lead cost-optimization and service-improvement initiatives, including workflow automation and elimination of redundancies.
Coordinate with Day 1 and Day 0 teams to standardize the project-to-service workflow.
Make technical and tactical decisions; assess job performance, reprimand and commend employees, and work with management on hiring or termination decisions.
Manage competing issues, resolve interpersonal conflicts, and prioritize work while balancing service quality and customer delivery.
Travel within the region for site tours, turnover meetings, client engagement, and reviews as needed.

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 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.