Field Services Manager

Diversified • Atlanta, GA

21d • 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 people leadership and employee development with oversight of technical work, operational processes, escalations, service quality, inventory, projects, reliability issues, service metrics, budgets, and service delivery teams.

The position also advances strategic and transformational improvements to field service operations, including optimization of operations, delivery, processes, and costs. It is virtual for day-to-day work but requires periodic onsite presence—up to 25%—at customer sites concentrated in the Southeast U.S. The person 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, and Client Success Management. The role supports staffing priorities, training and development, documentation quality, case-performance reviews, subcontractor oversight, customer service delivery, process standardization, and continuous improvement. Depending on the manager’s background and training, the role may also involve HD-SDI and/or SMPTE 2110 broadcast field service.

The position requires sound technical and tactical judgment, conflict resolution, prioritization, effective communication with internal and external stakeholders, and the ability to manage individuals’ differing needs. Decision-making responsibilities include quality control, process improvement, performance assessment, and participation in hiring and termination decisions. The working environment includes normal office conditions, computer and communication tools, extended periods of sitting, and travel for site tours, turnover meetings, client engagement, and reviews.

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.
• Basic-to-advanced networking skills.
• Excellent written, verbal, and customer-service communication skills.
• Service project management skills.
• Ability to diagnose, troubleshoot, and resolve complex technical problems.
• Ability to manage multiple issues, prioritize effectively, and balance quality with customer service delivery.
• Ability to communicate effectively with internal and external stakeholders.
• Ability to resolve interpersonal conflicts and manage individuals with differing needs.
• Ability to engage with sales and executive leadership.
• Ability to make technical and tactical decisions and perform quality control and process improvement.
• Must reside in, or be willing to relocate to, a location within day-travel proximity of the Southeast U.S. 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 pertinent to the technology area(s) of expertise.
• 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 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 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 a 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 require minor changes to remain operational.
• Assess subcontractor work and performance with the Field Service Supervisor.
• Ensure supervisors review technician service reports in a timely manner; audit documentation, identify recurring trends, and direct corrective action.
• 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 delivery processes and methods.
• Deliver field services to clients across business and corporate, government, educational, houses of worship, arenas, theaters, multipurpose rooms, AV control rooms, and military environments.
• Maintain strong service-process performance and implement improvements to support outstanding service delivery.
• Ensure systems, procedures, and methodologies support service delivery; take accountability for performance, customer expectations, and future demand.
• Analyze internal and third-party processes and develop service-delivery optimization strategies.
• Lead personnel management, including recruitment, performance assessment, training, and mentoring.
• Build effective working relationships and dialogue across teams and stakeholders.
• Drive individual development plans to support employee growth, motivation, and retention.
• Promote a positive and harmonious culture, remaining 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 employee performance, and handle employee commendations or reprimands professionally; work with management on hiring and termination.
• Travel for site tours, turnover meetings, client engagement, and reviews.

What This Job Offers

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