Field Services Support Manager

RaceTrac • Atlanta, GA

3d

About The Position

The Field Services Support Manager manages the organization’s complete work order management process and related support functions. The role provides tools, leadership, and techniques to improve the efficiency of Field Services Support operations, including staff development, workflow development and modification, and integration with internal and external stakeholders. The manager establishes strategic goals and objectives and methods for measuring improvements, and identifies core problems rather than surface-level symptoms. Up to 20% travel is required.

Requirements

• Bachelor’s degree from an accredited college or university.
• Knowledge of PC, network, hardware, and software.

Nice To Haves

• A degree in Business or a related field is preferred.
• Degree or coursework in a graduate-level program is a plus.
• Three or more years in a managerial position preferred.
• Proven experience in Project/Program Management preferred.
• Proven experience in a change management role preferred.
• Proven ability to use metrics and produce quantifiable organizational results preferred.
• C-store or other retail experience preferred.

Responsibilities

• Manage maintenance support for store operations, ensuring exceptional customer service to field personnel while maximizing efficiency.
• Define, develop, monitor, and communicate performance for critical functions, including call monitoring, open logs, phone fixes, invoices, and other maintenance data; provide solutions to improve operational performance.
• Lead, mentor, and develop the Field Services Support team, and develop and implement training programs to support optimal staff performance.
• Assess current processes and procedures and design methods to improve customer service practices and operational efficiency.
• Provide information to internal departments through reports and presentations as requested.
• Identify areas for technical improvement and coordinate with vendors, field support, Operations, and focus groups to implement effective solutions.
• Serve as the main point of contact for escalated issues.
• Maintain basic knowledge of and ensure compliance with government and organizational requirements, policies, and regulations.

What This Job Offers

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