Field Services Manager Job Kenilworth New Jersey USA,Management

How You’ll Contribute:

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 NYC/NJ/New England region. As such, residing in (or a willingness to relocate to) a location in day-travel proximity to this region is a requirement for this job. What You’ll Do:

Lead Functional Supervisor(s) along with Field Service Technicians as a people leader
Working closely with Field Service Directors and managers on high-level and/or complex service projects. This can include service projects that require programming, field engineering and/or installations.
Provides Field Service Supervisors with regional staffing priorities and authorizes cross-team resource adjustments. Supervisors retain responsibility for routine daily technician scheduling and assignment management.
Training of new staff in Service Process platforms, service operations, procedures, protocols and policies through Regional Supervisors
Develops the organization’s coaching and development expectations and holds supervisors accountable for delivering ongoing technician training, mentoring, and documented performance feedback.
Be the liaison between Technical Operations, Engineering and/or Programing teams and Client Success Management.
Provides 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, assesses subcontractor work and performance.
Ensure Field Service Supervisors maintain a timely review of technician service reports. Audits documentation quality, identifies recurring performance trends, and directs corrective action through the appropriate supervisor.
Leads 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 looking for processes and methods to improve our field service delivery.
Provides the highest level of field service delivery to our clients: FSM will on occasion service the equipment and systems associated with business/corporate, government, educational, houses of worship, arenas, theaters, multipurpose rooms, AV control room environments, and military. Depending on FSM background and training, this role may include HD-SDI and / or SMPTE 2110 broadcast field service.
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service…