Field Services Manager

Diversified•San Diego, CA

9d•Remote

About The Position

The Field Services Manager leads Diversified’s regional field services operations, maintaining customer relationships, workforce capacity, service commitments, SLAs, and operational performance. The role owns employee experience and development while overseeing technical work, processes, escalations, team performance, inventory quality, projects, reliability issues, service metrics, budgets, and service delivery. It also advances 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 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, provides regional staffing priorities, supports complex projects, and coordinates with technical, engineering, programming, and client-success teams. Supervisors retain responsibility for routine daily technician scheduling and assignments. The role establishes coaching and development expectations, supports ongoing technician training and feedback, reviews service reports and documentation, evaluates subcontractor performance, and leads regional case-performance reviews. It drives service quality, standardization, customer satisfaction, employee development and retention, cost optimization, workflow improvement, and alignment between project and service teams. The manager may also provide field service on AV and related systems across corporate, government, educational, worship, arena, theater, multipurpose-room, control-room, and military environments; depending on background and training, work may include HD-SDI and/or SMPTE 2110 broadcast service. The position calls for adaptability, stress tolerance, conflict resolution, prioritization, and effective communication with internal and external stakeholders, including sales and executive leadership. Decision-making areas include technical and tactical decisions, quality control, process improvement, and employee performance actions, with hiring and termination decisions handled professionally and in coordination with management as applicable.

Requirements

12+ years of experience in service delivery and operations.
Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative, or logistics.
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.
Must reside in or be willing to relocate to a location within day-travel proximity of the West Coast/California customer region.
Ability to manage multiple issues, prioritize competing needs, and balance service quality with customer delivery.
Ability to manage individual team members’ needs and resolve interpersonal conflicts.
Strong organizational, resource-planning, and problem-solving skills; ability to manage and prioritize tasks efficiently.
Physical ability to sit for long periods and use computers, monitors, and communication tools; travel to sites may be required.

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 areas of technology expertise are preferred.
Technical knowledge of AV and Pro AV project and service scopes, including 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.
Experience 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 related service-delivery disciplines.
Expertise in people management and leadership.
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 and complex service projects, including programming, field engineering, and installations.
Set regional staffing priorities for Field Service Supervisors and authorize cross-team resource adjustments; routine daily technician scheduling remains with supervisors.
Train new staff on service-process 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 timely review of 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 delivery processes and methods.
Provide field service for equipment and systems in client environments, with broadcast service work potentially including HD-SDI and/or SMPTE 2110 depending on background and training.
Maintain service-process performance and implement improvement activities.
Ensure systems, procedures, and methodologies support service delivery; take accountability for 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 effective communication among teams and stakeholders.
Drive individual development plans to support employee growth, motivation, and retention.
Promote 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 elimination of redundancies.
Align with Day 1 and Day 0 teams to standardize the project-to-service workflow.
Make technical and tactical decisions; assess employee performance and handle employee commendation or reprimand professionally, working with management on hiring and termination.
Travel within the region for site tours, turnover meetings, client engagement, and reviews as needed.