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 West Coast/California 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
• Assess subcontractor work and performance with the Field Service Supervisor
• 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
• Work with the Field Service Director to continually improve field service delivery processes and methods
• 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; may include HD-SDI and/or SMPTE 2110 broadcast field service depending on background and training
• 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
• Make technical and tactical decisions
• Exercise hiring and firing abilities with utmost professionalism
• Assess job performance, reprimand, and commend employees
• Work with management on hiring and/or terminating employees
• Drive process improvement and quality control

Requirements

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