Field Operations Manager

Key Responsibilities : 1.Team Management and Development: Manage, coach, and develop all Field Technicians or reporting associates. Build a strong culture of accountable and customer centric associates. Provide leadership and guidance to the technical team, supporting their professional growth. Assure Technicians have and maintain proper inventories, documentation, tools, special tools, test equipment and vehicles to fulfill their responsibilities. On call rotation shared with additional RSMs/ FOMs and peers Weekly/monthly meetings with teams and upper management on performance and planning. Accountable for accurate van inventory counts for selected Region. Other duties as assigned. 2.Project Execution: Utilize project management tools and techniques for planning, scheduling, scope issues, and risk management. Coordinate project activities with the Delivery Center and other relevant stakeholders. Site walks were necessary to assist with sales and or customer coordination and progress tracking. Aid in RFP completion as necessary and assigned by Director. Effective routing of project teams to ensure on-time delivery. Ensure scheduled utilization is consistent with company goals to ensure saturated project schedule. Ensures feedback is delivered timely to customers consistent with their expectations during regular touch points and meetings. Subcontractor management related to project planning, timeline adherence, scope of work, and invoicing. 3.Service Management: Take ownership of regional profitability, revenue, operating profit, inventory, and accounts receivable. Oversee service delivery for annual service contract revenue for assigned Region. Ensure accuracy in Autotask, the internal ticketing system, for financial tracking and reporting. Manage and control overtime, direct labor costs, T&M activities and inventories to meet goals of Field Service and Corporation. Interface with small regional customer service operations and handle escalations effectively. Interface with key National and Regional customers. Provide software and hardware support for escalated matters. Assure customer satisfaction levels for service, systems and are met or exceeded throughout assigned territory. Assure technical performance and quality goals are met or exceeded within the territory to include but not limited to Response time, Resolve time, PM and completions, and repeat calls. Maintains schedule with support of Dispatch to meet SLAs and Utilization of workforce. Requirements : 1.Education/Travel: BA in Mechanical or Electrical Engineering preferred. Travel required as needed for customer meetings, tech visits and meetings etc. CAPM / PMP or other industry Project Management certification preferred. (CAPM or equivalent certification within (6) months of hire required) 2.Experience: Minimum of 5 years of experience managing technical teams, supporting IT environments. Minimum of 5 years directly managing field service personnel. Proven track record of building a strong customer centric culture. Knowledge of parking equipment and industry a plus. Industry experience is essential. 3.Technical Skills: Experience with Cisco networking technologies, including routers, switches, LANs, WANs, and SANs. Experience with Microsoft server technologies and operating systems (Windows). Proficient troubleshooting capabilities on a technical level. Skills : 1.Communication and Organization: Excellent written and verbal communication skills, with the ability to communicate on a technical level. Strong organizational skills. 2.Leadership and Management: Proven leadership skills and the ability to effectively manage others. Interface internally with Area Service Directors, Field Sales, System and Service support associates, corporate support Organizations and other Regional Managers. Ability to simultaneously manage multiple projects for a large portfolio of clients. Understands how to use data to drive decisions related to workforce management 3.Business Acumen: Strong business acumen with a strategic orientation. 4.Self-Motivation: Highly self-motivated with the ability to maintain working knowledge of industry standards and trends. 5.Software Proficiency: Fully proficient with Excel and PowerPoint.