IT Regional Field Services Manager - US & Canada

Job Description

The IT Regional Field Services Manager will be responsible for overseeing the IT FSS operations, ensuring the delivery of high-quality technical support services to our clients and internal teams across their region. This role involves managing a team of IT FSS specialists, coordinating with other departments, and implementing best practices to enhance the efficiency and effectiveness of IT support services. This includes production areas, distribution areas, sales offices, and HQ offices.

• Manage and guide IT FSS specialists, including training and performance reviews
• Mentor and support colleagues, fostering team development
• Resolve hardware/software issues and client inquiries
• Assist with upgrades, application support, and infrastructure projects
• Provide proactive solutions and maintain professionalism under pressure
• Ensure high customer satisfaction through strong relationships and prompt responses
• Communicate updates and resolutions clearly via various channels
• Improve IT FSS processes and maintain detailed documentation and knowledge base articles
• Handle sensitive information with confidentiality
• Work with internal departments and external IT partners to ensure seamless support
• Act as a liaison and technical advisor across teams
• Prepare performance reports and ensure policy/regulatory compliance
• Participate in budgeting and make hardware/software recommendations
• Contribute to regional projects and meetings
• Balance multiple priorities effectively

• Sense of Urgency:
  Must understand and direct the team to address issues by the required SLA timeline. There are times where critical business functions depend on IT products and services working as soon as possible.
• Communication:
  Excellent verbal and written communication skills to effectively interact with clients, team members, direct reports, and external partners. There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion.
• Customer Focus: A strong commitment to providing exceptional customer service. The IT Field Services Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business.
• Collaboration:
  
  Ability to work collaboratively with cross-functional teams and external partners. The IT team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to get the team to work as one group.
• Soft Skills:
  
  The ability to engage customers verbally in a professional manner.
• Initiative-taker:
  The ability to be sufficiently motivated or ambitious to start a new task or project independently.
• Time Management:
  Strong organizational skills to manage time effectively and meet deadlines.
• Leadership:
  Strong leadership abilities to inspire and motivate the IT FSS team.
• Problem-Solving:
  Ability to analyze complex issues and develop effective solutions.
• Adaptability:
  Flexibility to adapt to changing priorities and manage multiple tasks simultaneously.

• Fluent in English.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, reference materials and procedure manuals.
• Ability to write reports and correspondence.
• Ability to speak effectively before groups.

• Self-sufficient
• Enthusiastic
• Team orientation (knows when to lead and when to follow)
• Lives the “continuous improvement” philosophy and can drive change successfully.
• Logical and creative thinker
• Poised, strong personal impact.
• Confident
• Ability to influence others – credible.
• Ability to articulate the EBS philosophy.
• Facilitation skills

• Bachelor’s degree or associate degree with 5+ years of relevant work experience
• 2+ years of management experience, leading teams
• Must reside within a commutable distance to Brea, CA. This is a full-time position, remote or hybrid is not an option.
• Must be able to travel occasionally to
• Flexibility to work across different time zones as needed.

• Strong leadership, communication, and problem-solving…