Manager, Field Services

US-TX-Carrollton
Job ID
2017-1543
# of Openings
1

Overview

Job Purpose:

 

Responsible for overseeing the physical installation, maintenance and repair of the company’s products and services to meet the company’s business objectives, create customer loyalty, grow revenue and manage costs within their assigned area.  Manage and lead a team of Field Service Technicians and Administrators and functions including process and procedures, work flows, CSAT, employee management, fleet management, inventory management, vendor management, contract negotiations and training programs.

 

Responsibilities

Essential Duties:

  • Responsible for driving performance objectives, as well as, the leading Key Performance Indicators (KPI’s) to ensure department and company success metrics including break-fix SLA response & resolve, Site Survey, Move Add Change and Installation Completion.
  • Ensure company goals for customer satisfaction are met through continuous improvement based on feedback from Customer Value, Transactional, and Installation surveys. (CSAT)
  • Manage capacity planning to ensure maximum efficiency from each function, while prioritizing and managing resource allocation based on changing business priorities and budget constraints
  • Ensure all activities are conducted in accordance to corporate and industry standards, and assure top operational capability, performance and efficiency
  • Negotiate and manage 3rd party contracts as required to meet business needs
  • Overall responsibility for the physical installation, repair and maintenance of all the Securus products and features in the accounts within the assigned area
  • Manage hiring, morale, performance evaluations and development plans
  • Manage expense, capital and headcount budgets with an annual operating budget, while analyzing ways to reduce operating costs.
  • Manage Field resources, assets, processes, procedures, work flows, ticket management/documentation, quality, CSAT, fleet management, inventory management, vendor management, contract negotiations, and training.
  • Responsible for direct associates made up of Field Service Technicians and Administrators.
  • Regional Asset management (Truck Inventory, Company vehicles, Laptop’s, Etc...)
  • Preparing & giving reports, communications and presentations to Regional Manager.

Knowledge, Skills, and Abilities:

  • Knowledge of all Securus products
  • Knowledge of all positions and resources assigned to the assigned area
  • Strong knowledge of Field Operations, inventory management, remote resource management, fleet management, RFP’s, installation, repair, maintenance, vendor management, contract negotiations and customer satisfaction
  • Strong analytical, organizational, planning, interpersonal, presentation, written and verbal communication skills
  • Financial acumen with the ability manage departmental budgets
  • Able to drive metrics to improve performance
  • Leader with strong organizational and interpersonal skills in a managerial role
  • Business acumen with the ability to balance customer requirements with business objectives
  • Computing and Business Tool experience (Word, Excel, Power point, and Etc...)
  • Ability to travel throughout the United States as needed
  • Strong Operational experience – Structured, process oriented, and data driven

 

Qualifications

Minimum Qualifications:

  • Bachelor’s Degree or equivalent work experience
  • 2+ years of Supervisory and Management experience in Telecom, Inmate Systems or I.T. installation, repair and maintenance of technical products.
  • Relevant work experience in related industry

Preferred Qualifications:

  • 5+ years of Supervisory and Management experience
  • Contract Negotiation, development and management experience
  • Experience in managing medium, distributed, cross-cultural remote teams

Physical Requirements:

 

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds. 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

 

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