Field Services Support Manager

About the role

The Field Services Support Manager is responsible for managing the organization's complete work order management process as well as support functions. This individual provides the tools, leadership, and techniques to ultimately improve the overall efficiency of Field Services Support operations to include staff development, work flow development/modifications, and integration with internal and external stakeholders.

The manager also ensures proper strategic goals and objectives are developed along with methods for measuring improvements. The Manager serves as an expert in identifying core problems as opposed to surface-level symptoms. Up to 20% travel required.

Responsibilities

• Manages the maintenance support to store operations and ensures exceptional customer service to all field personnel, while maximizing efficiency.
• Defines, develops, monitors, and communicates performance for all critical functions such as call monitoring, open logs, phone fixes, invoices, and other maintenance data to all levels of management; provides solutions to enhance operational performance.
• Leads, mentors, and develops the Field Services Support team and develops and implements training programs to ensure staff is performing at the optimal level.
• Assesses current processes and procedures and designs innovative methods to enhance customer service practices and create a more efficient operational team.
• Provides information to internal departments through various reports and presentations as requested.
• Identifies areas for technical improvement and coordinates with vendors, field support, Operations, and focus groups to implement the most effective solutions.
• Serves as the main point of contact for all escalated issues.
• Maintains basic knowledge of and ensures compliance with government and organizational requirements, policies, and regulations.

Qualifications

• Bachelor's degree from an accredited college or university; a degree in Business, or related field preferred; Degree or course work in a graduate level program a plus
• 3+ years in a managerial position preferred
• Proven experience in Project/Program Management preferred
• Proven experience in a change management role preferred
• Proven ability to utilize metrics; able to produce quantifiable results for an organization preferred
• C-Store or other retail experience preferred
• Knowledge of PC, network, hardware, and software