Field Services Manager

3 months ago

Barrie, Canada POINT TO POINT COMMUNICATIONS Full time

**Company Overview**

**The Opportunity**

We have a career opportunity for a Full-time, permanent **Field Services Manager** to join our Barrie Service Operations team, located in Barrie, Ontario. The Field Services Manager is primarily responsible for enhancing the quality of technical service that is being provided to the customer by spending time onsite with the Field Technicians and ensuring a high standard of work is being performed and Health and Safety regulations are being properly adhered to. The Field Service Manager oversees a team of highly skilled Field Technicians, providing direction, career development and performance evaluations.

**Vision**

A passionate, dedicated team of professionals who work collaboratively to design and implement a full suite of integrated voice, video, and data solutions. We meet the specific needs of our customers, making their jobs easier, their workplaces safer and more efficient. Each of our departments are staffed with specialists in their field who work collaboratively to provide the broad spectrum of support that is required to create the Point to Point customer experience.

**Values**
- _Customer-focused_: we are committed to providing an unmatched customer experience.
- _Passionate_: we are passionate about what we do, and this shows up in our work every day.
- _Innovative_: we are innovative thinkers, challenging the status quo.
- _Continually Improving_: we are always looking for ways to do things better.

**Job Functions**

**Managing Field Services Team**
- Responsible for managing the activities of the Field Services team including recruiting, training, coaching employees and communicating job expectations.
- Attending on-site with the Field Technicians to monitor organization, training, work efficiency and customer service (4 days a week min).
- Ensures SLA and MA expectations are achieved.
- Generating reports that identify skill deficiencies in the Field Services Team and coordinates training to address identified deficiencies.
- Documents and conducts performance evaluations.
- Identify areas of improvement in the field and drive initiatives to address failures in systems and/or processes.
- Investigates and resolves any issues resulting from substandard performance.
- Ensures Field Services team is performing in compliance with both health and safety and ISO standards, policies, and procedures.
- Facilitates continuous improvement practices among employees.
- Provides guidance and support where needed.
- Available to support the Field Services team, as needed, after hours while participating as a backup resource in the on-call rotation.
- Manages Technician asset lists

**Strategic Department Planning**
- Provides necessary information related to the Field Services Team to the Operations Manager and other members of the leadership team used to evaluate operational performance and assess budgetary needs.
- Participates in annual budget approval meetings as a representative of the field services team.
- Develops and monitors Key Performance Indicators (KPI’s), focusing on Operational Excellence to improve the reliability, availability and quality of the Technical Services provided to our customers.
- Evaluates and makes recommendations on manpower needs for the Field Services Team.
- Works with Radio and Broadband lead techs to coach and develop the members of the service team to ensure installers and technicians are advancing their knowledge and skills.
- Develops programs to improve technical and customer service skills of Field Services Team.
- Participates in Leadership meetings, working to identify, propose and implement improvements in systems, reports, and processes in the Service Department and across the organization
- Oversees the Field Services aspect of the sales order process; oversees, works on improvements, follows up and ensures compliance, identifies ways to decrease turnaround times, streamlines work processes and works with all departments to provide quality customer service
- Provides support to the Project Manager in areas relating to the Field Services Team

**Service Support**
- Reviews timesheets for errors, discrepancies and any other issues that might translate to incorrect reporting and payroll.
- Addresses customer inquiries, resolves issues and obtains customer feedback proactively.
- Daily review of service schedule in tandem with Scheduling Coordinator/Project Manager for awareness of upcoming jobs, accuracy and efficiency.
- Reviews and provides approvals for expenses and overtime.
- Schedules, organizes, attends, and follows up on service meetings, quarterly.
- Schedules, organizes, attends, and follows up on Lead technician led trainings completed monthly.
- Participates in pre-job planning.

**Experience Requirements**
- A minimum of 2-3 years technical experience is mandatory
- A minimum of 2-3 years experience in a similar role would be an asset

**Additional Requirements**
- Great verbal and written communicat

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