Regional Field Services Leader - Ops & People Dev

Ceridian HCM, Inc.; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Ceridian HCM, Inc. is seeking a Field Services Manager to lead regional field service operations, maintain strong customer relationships, and drive performance against SLAs. The role includes staffing, budgeting, process improvement, and coordinating with engineering, programs, and client success teams.

Occasional onsite work in NYC/NJ area is required, with up to 25% travel. This leadership position emphasizes people development, operational excellence, and cost optimization to ensure top-tier

Qualifications

• Bachelor’s degree or equivalent, with a focus on people management, technical, administrative or logistics
• AVIXA CTS Certification is desired
• OSHA 30 Certificate is highly desired (NYC OSHA30 desired in the region)
• Certifications pertinent to technology area(s) of expertise (preferred)

Responsibilities

• Lead Functional Supervisor(s) along with Field Service Technicians as a people leader
• Collaborate with Field Service Directors on high-level/complex service projects including programming, field engineering and installations
• Provide staffing priorities and authorize cross-team resource adjustments; supervise scheduling
• Train staff in Service Process platforms, service operations, procedures, protocols and policies
• Develop coaching and development expectations; ensure ongoing technician training and performance feedback
• Be the liaison between Technical Operations, Engineering and Client Success Management
• Provide field engineering recommendations related to aging systems and minor field changes
• Assess subcontractor work and performance with Field Service Supervisor
• Ensure timely review of technician service reports and audit documentation quality
• Lead regional case-performance reviews focusing on aging cases and escalation actions
• Collaborate with Field Service Director to improve field service delivery processes
• Deliver high-level field service to diverse environments including AV/IT installations; may include HD-SDI/SMPTE 2110 work
• Maintain high performance of service-related processes and implement improvements
• Ensure systems/procedures support outstanding service delivery
• Take accountability for service delivery, customer satisfaction, and future demand
• Analyze processes and create strategies for service delivery optimization
• Lead personnel management including recruitment, performance assessment and mentoring
• Build strong relationships with teams and stakeholders for effective communication
• Drive IDP development, employee motivation, and retention
• Foster positive culture and harmony; be approachable when the team needs guidance
• Drive quality and standardization across field service operations
• Lead cost-optimization initiatives and project work—process/workflow automation, eliminating redundancies
• Align with Day 1 and Day 0 teams to standardize project-to-service workflows

Skills

People management

Service delivery

Field service operations

AV/Pro AV

Networking basics

Customer service

Troubleshooting

Project management

Communication

Scheduling

Education

Bachelor's degree

AVIXA CTS Certification

OSHA 30 Certification

Tools

Crestron

AMX

Extron

Biamp

QSC

Cisco

Luxul

Netgear

Polycom

NewTek

Job description

Ceridian HCM, Inc. is seeking a Field Services Manager to lead regional field service operations, maintain strong customer relationships, and drive performance against SLAs. The role includes staffing, budgeting, process improvement, and coordinating with engineering, programs, and client success teams.

Occasional onsite work in NYC/NJ area is required, with up to 25% travel. This leadership position emphasizes people development, operational excellence, and cost optimization to ensure top-tier