Location: all cities,CA, USA
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 Managers 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:
Qualifications
Physical Requirements:
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.