Field Service and Fleet Manager

Overview

Wireless CCTV LLC (WCCTV) headquartered located in Richardson, Texas is a subsidiary of Wireless CCTV Ltd based in the UK. The Company is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks.
The Company prides itself on developing innovative, customer-focused products and providing world-class customer support services.

The Role

The Manager of Field Service and Fleet Program is responsible for managing a team of Field Service Technicians having responsibility for the installation, service and repair of the Company’s mobile surveillance security systems. In addition, this position is responsible for managing the Company’s fleet of service vehicles ensuring timely scheduling and completion of maintenance and repairs.

Position will be based at the Company’s Richardson, Texas headquarters and will be required to travel on a regular basis to the Company’s other locations in San Marcos, Texas, Houston, Texas, Ontario, California as well as to customer locations within and outside of Texas and other surrounding states. Specific areas of responsibilities include:

Installation and Service

• Manages the daily operational activities of Field Service teams in multiple regions ensuring product is delivered and installed/serviced on time and with a high level of customer satisfaction.
• Ensures efficient and effective field service operations, including manpower scheduling, resource allocation and process optimization.
• Serves as escalation point for the Field Service teams when troubleshooting technical problems out on customer sites; escalates to the appropriate internal technical support function when necessary.
• Conducts periodic field visits to review individual Field Service team members work habits, job performance and customer interactions.
• Ensures all service sign off (SSO) paperwork completed by all Field Service team members is submitted systemically, timely and is completed, in line with internal Company guidelines and requirements.
• Manages all financial aspects of the Field Service team, including auditing and approving timecards, overtime, travel and other expense management.
• Facilitates instruction and training to newly hired staff and provides ongoing instruction and training to existing staff.
• Assists in the development of technical skills for the department. Conducts regular skills assessments of each team member per defined skills matrix.
• Provides direct reports with regular feedback thru scheduled one on one meetings. Conducts probationary progress reviews and quarterly performance reviews with staff.
• Implements and maintains department standards for productivity, reliability, safety and accuracy.
• Develops, communicates and monitors adherence to specific safety policies and procedures relevant to field service.
• Ensures personal protective equipment is worn at all times by field staff.
• Involved in the recruitment, onboarding and performance management of all staff.
• Establishes and maintains relevant controls and feedback systems to monitor and improve the operation of the team.
• Creates and utilizes KPI performance data to monitor and measure departmental productivity, goal achievement, and overall effectiveness, and develops countermeasures in areas of under performance,
• Utilize company platforms to develop KPIs and measure departmental and technician performance levels. This includes Telematics and Zoho.
• Assists in the implementation of departmental improvements wherever possible to reduce costs and improve time efficiency.
• Updates Field Service processes and documentation when needed.
• Supports New Product Development (NPD) with resources needed for training on new products.

Fleet Management

• Oversees fleet maintenance operations, ensuring all vehicles and equipment are well-maintained, serviced, inspected and available for deployment according to established schedules and industry standards.
• Reviews and assesses life of vehicles to advise as to when additional assets may need to be acquired, or existing assets upgraded, and coordinates that activity with finance.
• Coordinates with finance on any required…