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Field Service Manager

2 months ago

Long Island City, United States FLASH Full time

As Field Service Manager, you'll manage a diverse team of IT Support Technicians who are dedicated to finding ways to improve business results for our partners. This team of field service pros provide the in-house hardware and software support to the more than 500 locations in NYC who use the Ticketech platform. You have meticulous attention to detail, outstanding problem-solving skills, work comfortably under pressure and deliver on tight deadlines.

What you'll do:

  • Dispatching calls to the team, prioritizing based upon urgency and scheduling needs.
  • Field service management, ride-along coaching, meetings, and administrative duties.
  • Evaluate the team's performance and coach operational and technical duties.
  • Develop action plans to mitigate service issues.
  • Provide technical support to technicians to minimize downtime and improve efficiency.
  • Organize time efficiently to schedule and dispatch technicians.
  • Provide ongoing training to technicians on servicing units, including the proper and safe use of tools and equipment when necessary.
  • Work directly with the Director, Operations to develop clear strategies and support for efficiency and growth.
  • Review and monitor the delivery of Service Level Agreements (SLA's) and Key Performance Indicators (KPl's).
  • Coordinate with Contractors to install the equipment and wiring required at facilities while maintaining positive relationships with all internal and external customers.
  • Travel to installation sites and perform inventory oversite.
  • Exercise discretion and independent judgment in managing the installation and maintenance of proprietary software, as well as hardware communications, programming, and repair.
  • Customarily and regularly provide on-going troubleshooting support and quality acceptance testing of the software and hardware in a respective region.
  • Manage Procurement (Inventory and order parts and supplies as needed).

Qualifications:

  • Associates Degree, Trade School, or work-related experience.
  • 5+ years of technical field service/support or POS installation and maintenance experience.
  • 2+ years of supervisory experience in a field operations environment.
  • CompTia A+ and or Network+ certification is a plus.
  • Strong organizational, time management, and results-driven leadership skills.
  • Confident ability to train and instruct others in proper trade practices and techniques.
  • Experience in administering processes and policies as they relate to safety, attendance, performance work rules, and code of conduct.
  • Strong written & oral communication skills.
  • A vast knowledge of computers and relevant software applications; proficiency with Microsoft Office Suite products and familiarity with field service/customer support software tools preferred.
  • Availability and willingness to work evenings & weekends as necessary, including after hours and on call as required for the needs of the business.
  • A Valid U. S. driver's license.
  • Familiarity with working in environments that fall under PCI compliance is preferred.

Join us in making a difference as we build our future. Flash is an equal opportunity employer dedicated to diversity, equality, and inclusion. We provide equal employment opportunities to all employees and applicants for employment. Flash prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.