Area Manager – Field Service

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Lead, mentor, and enhance the skills of Area Supervisors, Leads, Field Service Technicians, and other service personnel within the designated region.

• Cultivate and sustain a high-performing team dedicated to customer service, accountability, safety, and operational excellence.

• Recruit, onboard, coach, mentor, and nurture talent among employees.

• Conduct performance assessments and implement development strategies.

• Oversee daily field service operations throughout the assigned territory.

• Monitor and evaluate key performance indicators (KPIs) related to team efficiency, operational effectiveness, service quality, customer satisfaction, and financial performance.

• Ensure teams meet operational objectives for quality, reliability, productivity, efficiency, inventory management, cost control, revenue growth, and service delivery.

• Enhance service processes, optimize resource utilization, and improve operational efficiency.

• Create and manage technician coverage schedules.

• Support a 24/7 customer environment and provide after-hours assistance for critical issues as needed.

• Develop and implement regional service strategies.

• Address escalated customer concerns and complex product issues.

• Foster relationships with customers and stakeholders through meetings, site visits, and business reviews.

• Collaborate with internal teams and authorized service providers to ensure consistent service delivery.

• Ensure adherence to regulatory, quality, legal, corporate, safety, and human resources policies.

• Manage workforce scheduling, resource allocation, and service coverage efficiently.

• Utilize business systems and reporting tools for operational insight and informed decision-making.

• Collaborate with fellow Area Managers and Field Service leadership to shape the strategic direction and growth of the Security Service business.

⛳️ Requirements

• A minimum of 5 years of experience in people leadership, service management, operations, or a related field.

• Proven track record of leading and developing customer-facing service teams.

• Demonstrated capability to drive operational improvements and achieve business goals through effective leadership.

• Experience with ERP, CRM, and Field Service Management systems such as SAP, Salesforce, ServiceMax, or equivalent platforms.

• Strong analytical abilities to interpret performance metrics and implement process enhancements.

• Excellent communication, leadership, coaching, and relationship-building proficiencies.

• Ability to foster relationships, navigate diverse customer and team dynamics, and adapt communication and leadership styles accordingly.

• Robust technical aptitude and comprehension of Analogic products, field service operations, and customer needs.

• Capability to influence and collaborate across various functions and organizational levels.

• Willingness to travel within and occasionally outside the assigned region, including customer sites, airports, training venues, and corporate offices.

• Ability to obtain and maintain necessary airport credentials and security clearances, including SIDA badging, e-QIP requirements, and other customer or airport security screenings.

• Previous experience in Field Service management is preferred.

• Aviation Security or TSA operational experience is preferred.

• Experience in managing vendors and third-party service providers is preferred.

• Experience leading geographically dispersed teams is preferred.

• Background in technical service, capital equipment, or the security industry is preferred.

• An Associate's degree or an equivalent combination of education, training, and relevant work experience is preferred.

🏝️ Benefits

• Outstanding benefits.

• Work-life balance.

• Professional development opportunities.

• Meaningful career growth.