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Field Operations Manager

Field Operations Manager

FAAC TechnologiesMinneapolis, MN, US
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Job Title

Key Responsibilities

  • 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.

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.

    • 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

  • 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)

    • 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.

    • 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

  • Excellent written and verbal communication skills, with the ability to communicate on a technical level.
  • Strong organizational skills.
  • 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
  • Strong business acumen with a strategic orientation.
  • Highly self-motivated with the ability to maintain working knowledge of industry standards and trends.
  • Fully proficient with Excel and PowerPoint.
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    Operation Manager • Minneapolis, MN, US