ESSINTIAL JOB DESCRIPTION
TITLE: Manager, Field Services

POSITION REPORTS TO: Director, Service Delivery
DATE PREPARED: April 18, 2022

DEPARTMENT: Field Services Tech Management / 038
LOCATION: Camp Hill, PA Preferred
FLSA Status: Exempt
Salary Range: $45,000 - $60,000

General Purpose of the Position:

The Field Service Manager (FSM) manages the field service personnel who perform on-site routine services, including installation, maintenance, and repair. The FSM is responsible for the daily oversight, scheduling and training of field service representatives. This individual must be able to coordinate all aspects of required field service responsibilities for their immediate team. This position will serve as an escalation point and will be asked to take a leadership role for critical situations.

Essential Duties and Responsibilities:

• 
  Load balancing of daily tasks and responsibilities
• Articulate scope of work to field technicians and manage all personnel to ensure all work is performed in accordance with contract plans, budget, and specifications (Statement of Work.)
• Track and report on operational metrics. Review data trends and provide insight and recommendations to drive change and improvements.
• Leading team meetings, coach workers regarding processes and practices, and explain expectations to employees.
• Manages all aspects of the team, including hiring and performance evaluations.
• Routinely assess the talent, knowledge, and performance of the staff and administer necessary coaching, training, and performance management
• Ensuring staff members are achieving desired KPI levels around utilization and taking corrective action as needed.

Skills and Abilities Required:

• Must have availability for escalations in an 24/7/365 environment
• Must possess strong written and verbal skills
• Must be able to communicate to all levels, up to and including executive management
• Must be proactive and forward thinking
• Must have excellent attention to detail
• Strong and innovative approach to problem solving
• Excellent customer service skills and understanding of the customer needs and expectations

Education and Experience Required:

• Bachelor's Degree or equivalent experience
• 5-10 years of overall professional experience
• 3+ years of experience supervising or managing/supervising field service personnel

Demonstrated ability to manage multiple, complex, and critical tasks

• Some experience working with indirect and direct technical resources
• Technical proficiency in business systems, preferably:
  • Salesforce/ServiceCloud
  • Sharepoint
  • Five9
  • MS Project
  • MS Excel – Firm Requirement.
  • MS Powerpoint
  • Business Objects

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.