Field Services Manager

Diversified•Jacksonville, FL

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 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 staff. It is also strategically responsible for transformational initiatives to optimize field service operations, delivery, processes, and costs. Although the position is virtual for day-to-day work, it requires periodic onsite presence of up to 25% at customer sites 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 manager leads functional supervisors and field service technicians, supports complex service projects, establishes regional staffing priorities, and develops expectations for coaching and technician development. The role coordinates across Technical Operations, Engineering or Programming, Client Success Management, Field Service Directors, supervisors, and case management. The position is accountable for service delivery quality, customer expectations, operational performance, workforce development, process standardization, cost optimization, and continuous improvement. It may occasionally involve servicing equipment and systems in corporate, government, education, worship, arena, theater, multipurpose-room, AV control-room, and military environments. Depending on background and training, the work may include HD-SDI and/or SMPTE 2110 broadcast field service.

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.
Ability to manage people as individuals and understand their distinct requirements.
Ability to handle multiple issues and prioritize resolutions while balancing quality and customer service delivery.
Ability to communicate effectively with internal and external stakeholders.
Residence in, or willingness to relocate to, a location within day-travel proximity of the Southeast US region.
Willingness and ability to make periodic onsite customer visits, up to 25%; the role may also involve travel for site tours, turnover meetings, client engagement, and reviews.
Ability to manage stress, adapt, resolve interpersonal conflicts, and prioritize effectively.

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 employee’s 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 equipment from manufacturers 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, including projects involving programming, field engineering, or installations.
Set regional staffing priorities for Field Service Supervisors and authorize cross-team resource adjustments; supervisors retain routine daily technician scheduling and assignment responsibilities.
Train new staff on service process platforms, operations, procedures, protocols, and policies through Regional Supervisors.
Establish coaching and development expectations and hold supervisors accountable for ongoing technician training, mentoring, and documented performance feedback.
Serve 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 performance 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 delivery processes and methods.
Occasionally service equipment and systems in client environments, with work scope depending on background and training.
Maintain high performance in service-related processes and implement improvement activities 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 develop 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 to grow employees, with a focus on motivation and retention.
Promote positive culture and team harmony; remain approachable and available to the team.
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 Day 1 and Day 0 teams to standardize the project-to-service workflow.
Manage multiple issues, prioritize resolutions, and balance quality with customer service delivery.
Engage with sales and executive leadership and communicate effectively with internal and external stakeholders.
Make technical and tactical decisions; assess job performance and handle employee hiring, termination, reprimand, and commendation professionally, working with management as appropriate.
Support process improvement and quality control.