Area Service Manager

Verigent; United States; On-site; USD 90,000 - 110,000; Full time

Job summary

Verigent's client is seeking an experienced Area Service Manager to oversee regional field service operations, manage technical service teams, and ensure the successful delivery of telecommunications installation, maintenance, and support services.

You will coordinate scheduling, lead technicians, monitor SLA performance, and be the primary contact for key customers, driving service quality and profitability across the assigned territory.

Qualifications

• 5+ years in telecommunications, field service operations, or enterprise communications environments.
• Strong leadership and ability to manage multiple customer accounts or service locations.
• Experience overseeing SLAs, escalations, and service performance metrics.

Responsibilities

• Oversee regional telecommunications service teams and field technicians.
• Coordinate scheduling, workload distribution, resource allocation, and territory coverage.
• Provide technical oversight for enterprise telecommunications systems, including PBX and VoIP.
• Monitor service performance, SLA compliance, and customer satisfaction.
• Lead, mentor, and develop field technicians through training and evaluations.
• Serve as primary contact for key customers and manage escalations.
• Coordinate installations, upgrades, migrations, troubleshooting, and maintenance.
• Oversee regional service budgets, labor utilization, and operating expenses.
• Collaborate with sales, project management, engineering, and operations to identify opportunities.
• Ensure accurate documentation of service tickets, technician activities, equipment inventory, and communications.

Skills

Field service leadership

Telecommunications

VoIP PBX

SLA management

Customer relationship management

Team management

Budget oversight

Troubleshooting escalations

Job description

Salary Range

$90-110,000 (negotiable based on experience)

Summary

Verigent's client is seeking an experienced Area Service Manager to oversee regional field service operations, manage technical service teams, and ensure the successful delivery of telecommunications installation, maintenance, and support services.

Responsibilities

• Oversee daily operations of regional telecommunications service teams, including field technicians, dispatch coordination, installations, maintenance, and repair activities.
• Manage technician scheduling, workload distribution, resource allocation, and service coverage throughout the assigned territory.
• Provide technical oversight and escalation support for enterprise telecommunications systems, including NEC, Avaya, Nortel, Mitel, and related VoIP/PBX technologies.
• Monitor service performance, response times, SLA compliance, and customer satisfaction to ensure consistent service delivery.
• Lead, mentor, and develop field technicians through ongoing training, performance evaluations, and technical guidance.
• Serve as a primary point of contact for key customers, addressing service concerns, escalations, and ongoing support requirements.
• Coordinate telecommunications installations, system upgrades, migrations, troubleshooting, and preventative maintenance activities.
• Oversee regional service budgets, labor utilization, operational expenses, and overall service profitability.
• Collaborate with sales, project management, engineering, and operations teams to support customer needs and identify additional service opportunities.
• Ensure accurate documentation of service tickets, technician activities, equipment inventory, and customer communications.

Qualifications

• 5+ years of experience in telecommunications, field service operations, or enterprise communications environments.
• Previous experience in a Service Manager, Field Service Manager, Technical Supervisor, Operations Manager, or similar leadership role.
• Strong understanding of traditional PBX, digital telephony, VoIP, and enterprise telecommunications infrastructure.
• Experience managing field technicians, coordinating service calls, and overseeing multiple customer accounts or service locations.
• Ability to troubleshoot technical escalations and provide guidance to technicians supporting complex telecommunications environments.
• Experience managing service-level agreements (SLAs), customer escalations, technician utilization, and service performance metrics.
• Strong organizational, leadership, communication, and customer relationship management skills.