Sr Manager, Field Services

ViaPath Technologies; Pittsburgh (Allegheny County); Remote; USD 120,000 - 165,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

HSA/FSA

Time Off & Holidays

401(k) Retirement Plan with Employer匹配

Job summary

ViaPath Technologies seeks a Field Services Sr Manager to lead internal teams and vendor technicians servicing ViaPath products at customer facilities. This remote-based role can be based anywhere in Pennsylvania with up to 50% travel.

You will report to the Director of Field Services, supervise day-to-day activities, coordinate contractual compliance, and ensure resources are available to resolve issues promptly while delivering superior customer service and cost-efficient operations.

Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• 10+ years in a customer-facing role with leadership experience preferred.
• Proven track record of delivering superior customer service.

Responsibilities

• Serve as Ambassador for ViaPath.
• Manage day-to-day Field Services team activities to meet customer satisfaction, quality, safety, and budgets.
• Train, coach, and counsel team members to improve performance.
• Conduct regular staff meetings and coordinate resources for issue resolution.
• Act as primary contact for contractual compliance across internal teams.
• Oversee deployment, monitoring, maintenance, upgrades, and support of IT systems.
• Liaise with customers to ensure superior experience and satisfaction.
• Create and distribute reports on customer communications and outstanding items.
• Identify non-compliant items and propose solutions across multiple projects.
• Support communications and management of all out of service events through Technical Support.
• Enforce RMA policies and oversee technician performance in the territory.

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Telephony & Networking knowledge

Job description

Overview

ViaPath is currently seeking a Field Services Sr Manager to join our team. The position will report to the Director of Field Services and will supervise ViaPath internal teams and vendor dedicated and non-dedicated site technicians servicing the ViaPath deployed products at customer facilities.

The selected candidate will be team oriented, able to work on multiple projects simultaneously, and have excellent communication skills all while providing both internal and external customers with the highest possible level of customer service and contract management to ensure we meet our goals in a timely and cost-effective manner.

Remote based position to be based anywhere in Pennsylvania with a requirement to travel up to 50%.

Responsibilities

• Serve as an Ambassador for ViaPath
• Manages day-to-day activities of Field Services team to ensure achievement of customer satisfaction while meeting quality, safety, and budgetary goals
• Train, coach, and counsel team members to achieve performance objectives
• Conduct regular staff meetings
• Serve as primary organizational contact responsible for coordinating contractual compliance efforts across internal teams and business units to ensure adequate resources are available for issue resolution
• Serve as the customer’s product subject matter expert, as well as oversee deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, Visitation Units, Tablets/Inspire, Wireless Applications, Kiosks/Payment services, operating systems, hardware, software, and peripherals
• Serve as the company’s liaison with customer, assuring the customer receives ViaPath's superior customer experience
• Create and distribute reports identifying any correspondence that the customer has communicated, and any item/items the customer has identified as outstanding
• Independently identify and define non-compliant items, collect accurate and relevant data, establish factual basis of data, and identify possible solutions and recommendations to a wide array of projects and opportunities
• Support the communications, oversight, and management of all out of service events directly through Technical Support (TS) using corporate standard processes and procedures
• Enforce RMA policies and manage the processes being performed by all technicians supporting the territory

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred
• Minimum of 10 years related experience in a customer facing role working to ensure product deliverables are working as designed (fixing identified problems to include telecom and/or technical problems); management/leadership experience strongly preferred
• Proven record providing and managing a superior customer service experience
• Ability to Multi-task, meet deadlines, adjust to changing priorities, and at times work under pressure
• Ability to lead a team
• Show strong abilities to work in a management role; managing different aspects of projects, meetings, staff, etc.
• Familiarity with technologies currently deployed at assigned customer sites; including but not limited to telephone systems, video visitation systems and products, wireless communications products; kiosk/ATM or related systems
• Ability to accurately read, analyze, interpret, and apply management and corporate direction using general business concepts and methodologies
• Telephony and Networking knowledge and experience is highly desired
• Exceptional verbal and written communications skills
• Willing and able to work in a secured correctional environment
• Proficient in both Windows 7/8/10 operating software and Microsoft Office; ability to learn and become proficient in other software programs as required
• Ability and willingness to travel 50% of the time
• Pass security background check and other checks administered by ViaPath and assigned facilities

Additional Information

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) – Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.