Field Services Leader — Remote with NYC/NJ Onsite

Ceridian HCM, Inc.; Boston (MA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Diversified is seeking a Field Services Manager to lead our regional field services operations, maintain customer relationships, and drive performance across schedules, budgets, and SLAs. The role emphasizes employee development and strategic initiatives in field service optimization.

Although virtual day-to-day, it requires periodic onsite presence (up to 25%) at customer sites in NYC/NJ/New England region. Residency or relocation near day-travel region is required.

Qualifications

• 12+ years of experience in Service Delivery & Operations.
• Expert level skills with a wide range of audio, video and networking equipment.
• Knowledgeable of low voltage electrical concepts and electronics.
• Advanced AV networking, Audio and video skills.
• Excellent written, verbal and customer service communication skills.
• Service project management skills.
• Ability to diagnose, troubleshoot and resolve complex technical problems.
• Basic to advanced networking skills.

Responsibilities

• Lead Field Service Supervisors and Technicians as a people leader.
• Collaborate with Field Service Directors on high-level projects and installations.
• Manage regional staffing priorities and resource adjustments.
• Train staff in Service Process platforms and procedures.
• Develop coaching standards and ensure ongoing technician development.
• Serve as liaison between Technical Operations, Engineering and Client Success.
• Provide field engineering recommendations for aging systems.
• Oversee subcontractor performance and service reports quality.
• Drive process improvements to optimize field service delivery.
• Maintain high levels of service delivery and customer satisfaction.

Skills

AV networking

Networking basics

Customer communication

Troubleshooting

Project management

Field service operations

Service delivery

Tools

HD-SDI

SMPTE 2110

Job description

Diversified is seeking a Field Services Manager to lead our regional field services operations, maintain customer relationships, and drive performance across schedules, budgets, and SLAs. The role emphasizes employee development and strategic initiatives in field service optimization.

Although virtual day-to-day, it requires periodic onsite presence (up to 25%) at customer sites in NYC/NJ/New England region. Residency or relocation near day-travel region is required.