Job Summary:
The Field Services Manager is responsible for overseeing AV and Security Services for the location, including scheduling of the security and AV technicians. This role oversees the performance of both the AV and Security Services teams. This role is measured on both profitability and client satisfaction.
Supervisory Responsibilities:
This position is directly responsible for developing and implementing operational strategies aligned with the overall business strategy for the Field Services team that covers both AV and Security.
Must be able to manage the existing team, but have the ability to evaluate team members at all times to determine continued success as a member of the AV and Security Services teams
Must have strong instincts for hiring the right candidates as new team members, including interviewing, helping with onboarding, coaching/mentoring, and training.
Take proactive action on common and recurring issues and work with technicians to eliminate recurring issues and be a master at handling client escalations
Process incoming AV and Security service requests and determine urgency
Manage on call and after hour schedule for AV and Security
Coordinate with A/R to ascertain credit status of client accounts
Determine billable and warranty status of work orders appropriately and ensure revenue is captured appropriately.
Delegate service tickets to the appropriate tech to ensure completion
Design and recommend products to reduce clients pain points
Remotely access clients’ systems and provide remote support to resolve issues
Proactively monitor clients’ systems
Work with the technicians and others to track and eliminate recurring issues
Schedule and attend project handoffs to signify completion and transition to service
Accurately set completion deadlines and expectations for client
Set up, configure, program, and troubleshoot security networks, control systems, cameras, and NVRs
Review, react, & update daily work orders in job management software
Accurate time clock entries and job costing
Make decisions and be held accountable to time and materials
Client training and customer service.
On call rotation may be required
Local travel to job sites required
Provide training or communication to disseminate pertinent information as required
Fiscal responsibility for all assets assigned and property within the Field Services Manager’s care
Customer service, including the ability to work with high profile and high demand customers
Guardianship and preservation of client confidentiality and network/home security
Adherence to state and federal laws, including adherence to traffic laws
Obtain and maintain security license through Dept of Public Safety per state law
Manage company license and maintain personnel records to me t minimum state requirements
Ensure training and continuing education of all installers under our client's state license per state requirements
Knowledge, Skills/Abilities:
- Must possess an understanding of all security systems including audio, video, and security, lighting, and integration of all installed brands
- Must pursue continuing education on all products
- Must understand basic wiring and connectivity skills as they pertain to low voltage standards
- Must have strong trouble shooting skills
- Basic computer skills with the ability to be competent on the house management software
- Must be able to set up remote monitoring systems and enroll customers in security plans
- Flexibility to meet customer demands outside of normal working hours
Qualifications
- High school diploma or GED is required
- Bachelor’s degree is preferred, but not a requirement
- Minimum of 7 managing a team of AV and Security technicians in a residential construction environment
- Proven ability to manage and develop a team
- Proactive leadership style with communication and problem-solving skills
- Valid driver’s license, clean driving records, and clear criminal record required
- Security license or experience is preferred
Physical Requirements:
- Must be able to lift and carry up to 60 pounds
- May require standing or stooping for extended periods
- Ability to work in tight spaces at ladder height
Additional Information
Our client offers competitive salaries, bonuses, medical/dental/vision insurance, prescription drug coverage, health savings account, flexible spending accounts, 401(k) plan, PTO and holiday pay.
All candidate information will be kept confidential according to EEO guidelines.
