Multi-Site Field Services Manager

World Wide Technology Healthcare Solutions • Jenks, OK

4h • $118,000 - $148,000

About The Position

The Multi-Site Field Services Manager executes the vision and strategy of the multi-site Services organization. They are involved from the opportunity qualification process through delivery, ensuring quality execution while achieving cost objectives. The Field Service Manager oversees and directs a team of field technicians, both employees and contractors, responsible for onsite service, installation, maintenance, and support of company products and solutions. This role ensures high levels of customer satisfaction, team productivity, and compliance with operational standards across multiple locations.

Requirements

• A minimum of 5 year progressive experience in a related field
• A Bachelor’s Degree or equivalent experience required
• Demonstrates excellent verbal and written communication skills.
• Excellent organization, problem-solving, and customer relationship skills.
• Build and maintain effective relationships with colleagues, other business unites, and key stakeholders across multiple internal and external departments.
• Strong organizational skills, with the ability to identify and prioritize multiple tasks.
• Identifies potential areas of concern, including compliance, quality control, and vulnerabilities and risk.
• Provides a focus on Service Level Agreement (SLA) definition and customer satisfaction.
• Identifies and responds to the critical business drivers and those areas of business need which the current or previous operating model does not adequately support.
• Ability to review, comprehend, analyze, and adhere to Partner SOWs, understanding or project deliverables, financial alignment, and project scoping.
• Keen understanding of resource capacity planning, forecasting, and scheduling.
• Ability to negotiate mutually agreeable outcomes in complex services engagements with clients, partners, and WWT stakeholders.
• Competency in analytical problem solving, customer/partner relationships, project management, and business and sales strategy.
• Skills in developing new relationships with customers and the ability to understand client business issues and needs.
• Be an aggressive self-starter with ability to build executive relationships, create opportunities, and close business.

Responsibilities

• Execute our Multi-Site Services Vision and Strategy while driving results, leveraging WWT capabilities, and building / maintaining a strong technician delivery team and developing partner relationships.
• Lead, schedule, and motivate a multi-site team of field service technicians to achieve performance and quality targets.
• Build and maintain internal cross-functional relationships with global stakeholders involved in multi-site programs and implementations (Domestic and International).
• Develop and foster mutually beneficial, trusted relationships with selected business partners to grow and support WWTs Multi-Site line of business.
• Oversee multiple engagements and/or workstreams of large-scale programs. Establish and enforce safety, quality, and efficiency standards for all field operations. Serve as primary point of contact for escalated customer issues, ensuring timely resolution and effective communication.
• Participate in Internal and External Customer Kick-Off Calls, and onsite services execution.
• Manage a team of regional field technicians, including but not limited to resource assignment, performance management, ongoing training, and identification / hiring of additional regional resource needs
• Familiarity with the concepts of wired & wireless surveys and installations, cabling, power, and other technical components associated with infrastructure.
• Help to drive 100% compliance with WWT process and policies across our landscape of internal and partner technical resources (on-site and off-site) to also include adherence to the Cut Calendar process.
• Ensure Delivery Excellence by holding selected Multi-Site Partners accountable to all Contractual T&Cs to ensure all Partner contract deliverables are met within the timelines specified in the Statement of Work.
• Provide 360º support and contribution throughout the multi-site opportunity life cycle from inception to delivery.
• Work directly with the Engagement Team on presales opportunities to consult on Multi-Site execution in the development of customer project Statements of Work.
• Act as a point of escalation to resolve multi-site partner-related issues during the project life cycle.
• In conjunction with selected Multi-Vendor partners, drive the development of Partner Facing Multi-site Playbooks and Training.
• Support the PMO responsibilities with Internal and partner project resourcing and scheduling activities, optimization of resources, and overall calendar of activities driven by WWT.
• Ensure partner technicians cycle through WWTs Partner Vetting process and provide support for the EOMs in facilitating the process.

Benefits

• Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

What This Job Offers

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