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About the Role

The Field Service Manager role possesses transformational leadership ability, exceptional execution skills, innovative thinking, a laser focus on delivering exceptional customer experience, and consistently drives cost efficiencies and revenue growth. Key responsibilities include maintaining and/or exceeding current levels of service/implementation business performance and customer satisfaction.

Responsibilities

• Monitor, review, and analyze district customer satisfaction levels, providing input for adjustments and/or improvements and assuring compliance.
• Monitor, review, and analyze district service/implementation business performance to established goals and objectives, providing input for adjustments and/or improvements and assuring compliance.
• Assure the achievement of district service and professional service technical performance and quality goals.
• Mentor and lead all direct reports to achieve optimal efficient performance.
• Monitor, review, and analyze capabilities of technicians within the region, assuring they are trained, certified, productive, and proficient to meet or exceed customer needs.
• Assure customer satisfaction levels for service and implementation solutions are met or exceeded throughout the district.
• Assure compliance to corporate policies and procedures regarding safety and safeguarding of proprietary and confidential information.
• Responsible for compliance of policies and procedures that assure protection and control of all corporate and customer-owned assets within the region.
• Responsible for expense control within the district to comply with targets and goals set within district budgets.
• Assure optimum district profitability through review of district P&Ls.
• Assure that district service and professional service business activities and processes are compliant with policies, procedures, and standards.
• Promote career development by creating a learning environment with an emphasis on continuous organizational and skill development.
• Embrace and encourage diversity in the workplace through conscious effort to hire, promote, and train a diverse workforce.
• Manage team member recognition, ensuring districts and customer engineers are recognized for outstanding contributions.
• Ensure compliance and education of all Human Resource policies and state and Federal Labor Laws.
• Ability to travel within the district up to 40% of the time.

Requirements

• Position requires a highly motivated individual with a solid performance history of demonstrated business acumen, leadership, and management skills.
• The individual must be a leader with the ability to communicate effectively (oral/written) and demonstrate good problem-solving skills.
• The individual should possess the ability to satisfy customer requirements with appropriate resource management while creating a culture and operating environment where teams are inspired to meet performance objectives.
• Experience using MS Office suite, and service ticket tracking solutions.
• Experience managing a remote workforce.

Skills

• Excellent customer communication skills.
• Acute attention to detail.
• Strong interpersonal skills.
• Strong analytical and problem-solving skills.
• Good planning and organizational skills to balance and prioritize work.
• Good understanding and knowledge of on-site field service, professional services, and business development strategies.
• Knowledge of Company product and service offerings and deliverables.
• Knowledge of Company operating planning and deployment processes.
• Knowledge of Company operational and financial standards and requirements.
• Knowledge of Service Order Attainment and Onboarding processes and deliverables.
• Knowledge of Company service management/coordination requirements.
• Knowledge of professional service coordination requirements.
• Standard Microsoft applications, including Windows, Outlook, Excel, and Word preferred.

Location

• Remote

Work Type

• Remote
• Full-time

Experience Level

• 5+ years of operations managerial experience.
• Four or more years of broad and proven accounting experience.

About the Company

• With over 140 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America.
• Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies—ensuring our customers experience maximum uptime and performance every day.
• At Burroughs, we believe in growing our people as much as we grow our technology services.
• Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals.
• Our work is diverse, dynamic, challenging, and rewarding—but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

Equal Opportunity

• Burroughs is an Equal Opportunity Employer and Drug Free Workplace.
• Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.