Field Services Manager

About the role

Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.

At Diversified, you’ll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation.

The Field Services Manager leads Diversified’s regional field services operations. They are responsible for maintaining strong customer relationships, regional workforce capacity management, delivering service commitments, SLAs and driving performance. They will own employee experience and development as a primary goal alongside managing technical tasks, processes, escalation and perform administrative tasks such as managing team performance and checking the quality of inventory, managing projects, fixing reliability issues, tracking service metrics, managing budgets and leading the service delivery team. In addition to the transactional aspects this position is strategically aligned to driving transformational initiatives supporting the future of Field Service operations including Optimization in operations, delivery, process and cost.

Note: while this is a virtual position day to day, it does involve periodic (up to 25%) onsite presence at customer sites concentrated in the Southeast US region. Residing in (or a willingness to relocate to) a location in day-travel proximity to this region is a requirement for this job.

Responsibilities

• Lead Functional Supervisor(s) along with Field Service Technicians as a people leader
• Work closely with Field Service Directors and managers on high-level and/or complex service projects, including service projects that require programming, field engineering and/or installations
• Provide Field Service Supervisors with regional staffing priorities and authorize cross-team resource adjustments (Supervisors retain responsibility for routine daily technician scheduling and assignment management)
• Train new staff in Service Process platforms, service operations, procedures, protocols and policies through Regional Supervisors
• Develop the organization’s coaching and development expectations and hold supervisors accountable for delivering 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 related to aging systems and systems built by others that require minor field changes to remain operational
• Working with the Field Service Supervisor, assess subcontractor work and performance
• Ensure Field Service Supervisors maintain a timely review of technician service reports; 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, focusing on aging cases, repeat visits, operational barriers, ownership, and required escalation actions
• Working with the Field Service Director, continually look for processes and methods to improve field service delivery
• Provide the highest level of field service delivery to clients: service equipment and systems associated with business/corporate, government, educational, houses of worship, arenas, theaters, multipurpose rooms, AV control room environments, and military; depending on background and training, this role may include HD-SDI and/or SMPTE 2110 broadcast field service
• Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
• Ensure systems, procedures, and methodologies are in place to support outstanding service delivery
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyze third-party as well as internal processes, and create strategies for service delivery optimization
• Lead personnel management, including staff recruitment, performance assessment, training, and mentoring
• Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Drive Individual Development Plans (IDP) to grow people within the organization with focus on employee motivation and retention
• Drive positive culture and harmony; be there when the team needs and show the connection and be approachable
• Drive Quality and standardization across Field service operations
• Drive cost optimization service improvement initiatives and projects – process and workflow automation, elimination of redundancies etc.
• Align with Day 1 team and Day 0 team to standardize project to service workflow
• Exercise stress tolerance and adaptability
• Resolve interpersonal conflicts; manage agents as individuals and understand their unique requirements
• Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to customers
• Engage with sales and executive leadership within the organization
• Communicate effectively with internal and external stakeholders

Decision Making Authority

• Technical and Tactical decision-making skills
• Hiring and firing abilities with utmost professionalism
• Assess job performance, reprimand, and commend employees
• Work with management on hiring and/or terminating employees
• Process improvement
• Quality Control

Work Environment

Normal office conditions apply. Use of computers, monitors, and communication tools. Sitting for long periods of time. Might demand constant travel for site tours, turnover meetings, client engagement and reviews in region as per published location/state.

Qualifications

Education & Certifications

• Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative or logistics
• AVIXA CTS Certification is desired
• OSHA 30 Certificate is highly desired (NYC OSHA30 is desired in the relevant region)
• Certifications pertinent to technology area(s) of expertise (preferred)

Required Skills

• 12+ years of experience in Service Delivery & Operations
• Expert level of skills with a wide range of audio, video and networking equipment
• Knowledgeable of low voltage electrical concepts and electronics
• Possess 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
• Possess basic to advanced networking skills

Desired Skills

• Technical knowledge in AV and Pro AV project and services work scope with relevant OEM training and certifications
• Broadcast HD-SDI and SMPTE 2110 an added plus
• Familiarity with a wide range of audio, video, and networking equipment with manufacturer certifications (examples: Crestron, AMX, Extron, Biamp, QSC, Cisco, Luxul, Netgear, Polycom, Unilumin, Planar, DVLED, NewTek)
• Proficiency in leading both physical and virtual teams
• Experience in 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 disciplines related to service delivery
• Expertise in people management and leadership
• Strong organizational skills
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Experience with CRM,