Field Service Manager - West

Company

IPS Group is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products in the United States of America and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.

As Field Support Manager you will be responsible for the supervision of the Field Technician Tier II staff and day-to-day management of IPS Group Clients. The Field Technician Tier II staff service, maintain, repair, adjust, test and install IPS Group Inc. equipment. IPS Group clients are located across the United States. Travel will be required often, mostly in the East Coast territory.

However, occasionally there will be a few times a year that travel will also be required to the San Diego office and/or other West Coast customers. This position requires strong communication, management, and presentation skills along with a commitment to service excellence. We are seeking experienced leaders who take care of their teams by developing, training, encouraging, directing, and keeping them productive and safe.

• Responsible for supervision of all West Coast Field Technicians II (currently 7 Technicians)
• Responsible for day-to-day management of West Coast Maintenance Contracts in Cali
• Handling Customer Support Calls for the early morning in the PT time zone
• Responsible for the implementation of new installation projects for East Coast customers
• Helping Customer Service Managers to resolve and close out open help tickets for East Coast Customers, which may require some travel to some West Coast Customers
• Working very closely with East Coast Field Support Manager for installation schedules across the country and sharing Resources for both East and West Coast. Also, working closely with Customer Success Managers on achieving overall Company goals, KPI's in customer success.
• Assist Sales with RFP presentations on a case-by-case or as needed basis

• Review and approve timecard and expense reports in a timely manner for your staff
• Resolve open service issues when escalated to management level
• Facilitate process development and implementation so the business continues to improve over time.
• Communicate with clients in troubleshooting open service issues and to provide technical support
• Troubleshoot and resolve hardware issues related to IPS Group In designed and supported products.
• Install and configure new equipment, including operating software or peripheral equipment.
• Advise/train customers concerning equipment operation, maintenance, or client specific configuration
• Interact with customers to determine details of equipment problems.
• Travel to customer locations or offices to install IPS products and/or to provide emergency repair service as necessary.
• Maintain ticketing system regarding service issues and resolutions.
• Repair, adjust or replace electrical mechanisms, components or parts
• Analyze equipment performance records to assess equipment functions
• Escalate open issues to engineering.
• Ensure that all service issues are documented in the ticketing system.
• Ensure that open service tickets are attended to in a timely manner and keep the client up to date on the status of their open service issue.
• Interview, Hire and Train new team members.
• Lead on-site teams for installations and on-site rework, as necessary.
• Document project summary and project completions in a timely manner

• West Coast Region of United States with proximity to San Diego and LA Preferred not required

• Ability to communicate both verbally and in writing with business professionals
• Ability to plan daily travel schedules
• Ability to execute and submit expense reports
• Ability to work independently with little or no supervision
• Excellent customer service skills
• Proven ability in developing and maintaining effective internal and external relationships
• Effective time management and organizational skills
• Ability to use basic…