Field Service Manager - Southern California

Job Details
Job Location Legal Address - Loomis, CA

Remote Type Hybrid

Salary Range $70000.00 - $80000.00 Salary/year

Description

Position Overview:

Responsible for overseeing the administration of our tablet program within customer locations, 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 12-20 Field Service Technicians II and IIIs and Contractors. Functions including process and procedures, workflows, CSAT, employee management, budget management, inventory management, vendor management, contract negotiations, project management and training programs.

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.
• Provides support to our tablet customers by administering programs and ensuring tablets are fully utilized and tracked throughout their life cycle.
• 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
• Manage projects by scheduling resources and coordinating with customers.
• Document projects by tracking installation costs and completing and finalizing project tasks.
• Recruiting, selecting, orienting, training new hires.
• Assigning, scheduling, and coaching.
• Planning, coordinating and managing daily activities
• Training, performance monitoring, analyzing and general administrative duties
• Ensuring team members are working effectively and efficiently
• Conducting team meetings, customer meetings
• Assess and evaluate performance
• 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 provide counseling, monthly one on one reviews on performance, disciplinary actions.
• 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, budget management, contract negotiations, and training.
• Responsible for direct associates made up of Field Service Technicians and Contractors.
• Regional Asset management (Truck Inventory, Company vehicles, Tools, Laptop's, Etc.). Conducting quarterly inventory counts.
• Preparing & giving reports, communications and presentations to Regional Manager.
• Other duties as assigned throughout the course of business.

Knowledge, Skills, and Abilities:
• Attain 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 ability to 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, Etc.)
• Ability to travel throughout the United States as needed
• Strong Operational experience - Structured, process oriented, and data driven
• Strong time management skills
• Self-Motivation
• Providing detailed reports to upper management
• Strong verbal skills

Minimum Qualifications:
• High school diploma or GED
• 4+ years' experience in a related industry, including
• 3+ years of Supervisory and Management experience in Telecom.

Preferred Qualifications:
• Bachelor's Degree or equivalent work experience
• 5+ years of Supervisory and Management experience
• Contract Negotiation, development and management experience
• Experience in managing medium, distributed, cross-cultural remote teams
• Project management experience

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.

Salary: $70,000 - $80,000 per year

Benefits:
401(k)
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

Job Type: Full time
Expected hours: 40 per week

Schedule:
8-hour shift
Monday to Friday

Ability to Relocate

Work Location: Hybrid remote with travel

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