The Field Services Manager is responsible for overseeing field support teams within the assigned region, ensuring the delivery of high-quality technical support and services to government clients.
What success looks like in this role:
* Provides day-to-day, frontline supervision of Field Engineers across an assigned territory and within specified client locations.
* Ensures team provides timely and effective client / end-user support.
* Resolves associate inquiries and complex client issues.
* Maintains quality standards for Field Engineering operations.
* Drives improvements to installation, maintenance and updates of client equipment and services.
* Identifies opportunities for department-wide improvement and communicates with management to propose changes as appropriate.
* Communicates, implements and supports process change initiatives as directed by management.
* Manages team projects as assigned.
* Provides administrative support as required.
* Acts as key escalation point for team technical and process issues and oversees ongoing problem resolution.
* Allocates assignments, establishes work priorities and monitors performance.
* Ensures compliance with company policies, contracted client agreements and established service level agreements (SLAs).