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About the Role
The Field Services Manager leads Diversified’s regional field services operations, responsible for maintaining strong customer relationships, regional workforce capacity management, delivering service commitments, SLAs, and driving performance. This role owns employee experience and development, manages technical tasks, processes, escalations, and administrative duties including team performance, inventory quality, project management, reliability issue resolution, service metric tracking, budget management, and leading the service delivery team. The position is strategically aligned to driving transformational initiatives supporting the future of Field Service operations, including optimization in operations, delivery, process, and cost.
Responsibilities
- Lead Functional Supervisor(s) along with Field Service Technicians as a people leader.
- Work closely with Field Service Directors and managers on high-level and/or complex service projects.
- Provide Field Service Supervisors with regional staffing priorities and authorize cross-team resource adjustments.
- Train new staff in Service Process platforms, service operations, procedures, protocols, and policies through Regional Supervisors.
- Develop the organization’s coaching and development expectations and hold supervisors accountable for delivering ongoing technician training, mentoring, and documented performance feedback.
- Act as the liaison between Technical Operations, Engineering and/or Programing teams and Client Success Management.
- Provide field engineering recommendations related to aging systems and systems built by others that require minor field changes to remain operational.
- Assess subcontractor work and performance with the Field Service Supervisor.
- Ensure Field Service Supervisors maintain a timely review of technician service reports, audit documentation quality, identify recurring performance trends, and direct corrective action.
- Lead recurring regional case-performance reviews with Supervisors and Case Management, focusing on aging cases, repeat visits, operational barriers, ownership, and required escalation actions.
- Continuously seek processes and methods to improve field service delivery with the Field Service Director.
- Provide the highest level of field service delivery to clients, occasionally servicing equipment and systems associated with business/corporate, government, educational, houses of worship, arenas, theaters, multipurpose rooms, AV control room environments, and military.
- Maintain high performance levels for service-related processes and implement improvement activities.
- Ensure systems, procedures, and methodologies are in place to support outstanding service delivery.
- Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Analyze third-party as well as internal processes and create strategies for service delivery optimization.
- Lead personnel management, including staff recruitment, performance assessment, training, and mentoring.
- Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
- Drive Individual Development Plans (IDP) to grow people within the organization with a focus on employee motivation and retention.
- Drive positive culture and harmony.
- Be approachable and present for the team.
- Drive quality and standardization across Field Service operations.
- Drive cost optimization service improvement initiatives and projects, including process and workflow automation and elimination of redundancies.
- Align with Day 1 and Day 0 teams to standardize project to service workflow.
Requirements
- 12+ years of experience in Service Delivery & Operations.
- Expert level of skills with a wide range of audio, video, and networking equipment.
- Knowledgeable of low voltage electrical concepts and electronics.
- Possess advanced AV networking, Audio and video skills.
- Excellent written, verbal, and customer service communication skills.
- Service project management skills.
- Ability to diagnose, troubleshoot, and resolve complex technical problems.
- Possess basic to advanced networking skills.
- Technical knowledge in AV and Pro AV project and services work scope with relevant OEM training and certifications.
- Broadcast HD-SDI and SMPTE 2110 an added plus.
- Familiarity with a wide range of audio, video, and networking equipment with manufacturer certifications is desired.
- Proficiency in leading both physical and virtual teams.
- Experience in dealing with third-party-provided services.
- Operational ability in a diverse, large-scale environment.
- Exceptional customer-facing skills.
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Expertise in people management and leadership.
- Strong organizational skills.
- Ability to manage and prioritize tasks efficiently.
- Solid resource planning and problem-solving skills.
- Readiness to demonstrate a proactive attitude.
- Experience with CRM, ITSM, and other services tools.
- Stress tolerance and adaptability.
- Interpersonal conflict resolution.
- Ability to manage agents as individuals and understand their unique requirements.
- Ability to handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to customers.
- Engage with sales and executive leadership within the organization.
- Effective communication with internal and external stakeholders.
- Technical and Tactical decision-making skills.
- Hiring and firing abilities with utmost professionalism.
- Assess job performance, reprimand, and commend employees.
- Work with management on hiring and/or terminating employees.
- Process improvement.
- Quality Control.
Skills
- People management
- Technical leadership
- Customer relationship management
- Workforce capacity management
- Service delivery
- SLA management
- Performance driving
- Employee experience
- Employee development
- Technical task management
- Process management
- Escalation management
- Administrative tasks
- Team performance management
- Inventory quality management
- Project management
- Reliability issue resolution
- Service metric tracking
- Budget management
- Service delivery team leadership
- Operations optimization
- Process optimization
- Cost optimization
- Staffing
- Resource allocation
- Training
- Coaching
- Mentoring
- Performance feedback
- Liaison
- Field engineering
- Subcontractor assessment
- Documentation quality assurance
- Case management
- Service delivery improvement
- Audio visual equipment
- Networking equipment
- Low voltage electrical concepts
- Electronics
- AV networking
- Audio skills
- Video skills
- Written communication
- Verbal communication
- Customer service
- Troubleshooting
- Problem-solving
- Networking
- AV technology
- Pro AV
- Broadcast technology
- Team leadership
- Third-party service management
- Customer-facing skills
- Escalation procedures
- Incident management
- Organizational skills
- Task prioritization
- Resource planning
- Proactive attitude
- CRM
- ITSM
- Conflict resolution
- Decision making
Location
- NYC/NJ/New England region
Work Type
- Virtual
- Onsite (up to 25%)
Experience Level
- 12+ years of experience in Service Delivery & Operations
Education Level
- Bachelor’s degree or equivalent, with a concentration in people management, technical, administrative or logistics
- AVIXA CTS Certification is desired
- OSHA 30 Certificate is highly desired
- Certifications pertinent to technology area(s) of expertise (preferred)
Benefits
- Multiple medical plan options
- HSA & HRA company contributions
- Dental coverage, including orthodontic benefits
- Vision plans
- Company-paid benefits
- Basic Life, AD&D
- Short-Term and Long-Term Disability insurance
- Employee Assistance Program (EAP)
- Generous paid time off — 3 weeks PTO plus company holidays and floating holidays
- 401k with company match
- Paid maternity leave
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- Wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
- Commuter benefits
About the Company
- Diversified is a global leader in audiovisual and media technology.
- We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government.
- Our team partners with organizations around the world to create environments that connect people through technology.
- At Diversified, you’ll work on exciting and complex projects with opportunities to grow your career.
- We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation.