Field Services Manager

Diversified•Los Angeles, CA

4d•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 prioritizes employee experience and development alongside technical operations, escalation management, administrative duties, team performance, inventory quality, project management, reliability, service metrics, budgets, and service delivery leadership. It also supports transformational initiatives to optimize field operations, delivery, processes, and cost. This is a virtual position with periodic onsite presence at customer sites, up to 25%, 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 manager leads functional supervisors and field service technicians, works with field service directors and managers on complex projects, and coordinates with technical operations, engineering, programming, client success, case management, and other teams. The role may occasionally involve servicing AV equipment and systems in corporate, government, educational, worship, arena, theater, multipurpose-room, AV control-room, and military environments. Depending on background and training, work may include HD-SDI and/or SMPTE 2110 broadcast field service.

Requirements

Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics.
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.
Ability to tolerate stress and adapt, resolve interpersonal conflicts, understand individual team members’ needs, and prioritize multiple issues while balancing quality and customer service.
Ability to communicate effectively with internal and external stakeholders, including sales and executive leadership.
Residence in, or willingness to relocate to, a location within day-travel proximity of the West Coast/California region.
Ability to travel for site tours, turnover meetings, client engagement, and reviews.

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 the technology area(s) 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 experience.
Manufacturer certifications and familiarity with equipment such as Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, and NewTek.
Proficiency leading 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 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 responsibility for routine technician scheduling and assignments.
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.
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 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 processes and delivery.
Deliver field service to clients and, on occasion, service associated equipment and systems in a range of customer environments.
Maintain strong performance in service-related processes and implement improvements as needed.
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.
Lead personnel management, including recruitment, performance assessment, training, and mentoring.
Build effective working relationships and dialogue among teams and stakeholders.
Drive individual development plans to support employee growth, motivation, and retention; foster a positive and harmonious culture and remain approachable and supportive.
Drive quality and standardization across field service operations.
Lead cost-optimization and service-improvement initiatives, including process and workflow automation and elimination of redundancies.
Align with the Day 1 and Day 0 teams to standardize the project-to-service workflow.
Make technical and tactical decisions; exercise hiring and firing responsibilities professionally; assess performance, reprimand and commend employees, and work with management on hiring or termination.
Drive process improvement and quality control.