Field Services Manager

Diversified • Orlando, FL

5d • $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 combines employee experience and development with oversight of technical work, processes, escalations, team performance, inventory quality, projects, reliability issues, service metrics, budgets, and service delivery. It also advances strategic transformation and optimization across field service operations, delivery, processes, and cost.

This is a virtual position with periodic onsite work at customer sites, up to 25%, concentrated in the Southeast United States. The employee must reside in, or be willing to relocate to, a location within day-travel proximity of that region. The role provides field service to a range of client environments, which may include corporate, government, educational, worship, arena, theater, multipurpose-room, AV control-room, and military settings. Depending on background and training, the 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 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 manage individuals and understand their distinct needs.
• Ability to prioritize multiple issues while balancing quality and customer service.
• Ability to reside in, or relocate to, a location within day-travel proximity of the Southeast U.S. region.
• Ability to travel for site tours, turnover meetings, client engagement, and reviews; the position involves up to 25% onsite presence.

Nice To Haves

• AVIXA CTS Certification is desired.
• OSHA 30 Certificate is highly desired; NYC OSHA30 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 scopes, with relevant OEM training and certifications.
• Broadcast HD-SDI and SMPTE 2110 knowledge.
• Familiarity with audio, video, and networking equipment and manufacturer certifications, 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, potentially involving programming, field engineering, or installations.
• Provide Field Service Supervisors with regional staffing priorities and authorize cross-team resource adjustments; supervisors retain responsibility for routine daily technician scheduling and assignment management.
• Oversee training for 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 require 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 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.
• On occasion, provide field service for equipment and systems in client environments, with possible broadcast field service depending on background and training.
• Maintain high performance in service-related processes and implement improvements as needed.
• 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 create service-delivery optimization strategies.
• Lead personnel management, including recruitment, performance assessment, training, and mentoring.
• Build relationships with teams and stakeholders to support 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 eliminating redundancies.
• Align with Day 1 and Day 0 teams to standardize the project-to-service workflow.
• Resolve interpersonal conflicts and manage multiple issues, prioritizing resolution while balancing quality and customer service.
• Engage with sales and executive leadership and communicate effectively with internal and external stakeholders.
• Make technical and tactical decisions; assess performance, recognize or reprimand employees, and work with management on hiring or termination decisions.
• Drive process improvement and quality control.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager