Field Service Operations Leader

Job Summary:

The Field Service Operations leader is responsible for a team of Regional Directors, Field Service Managers, Vendor Management and 600+ Service Technicians across the US, Canada and Puerto Rico. As Burroughs’ service portfolio continues to diversify and invest in Digital Transformation, the Field Operations Leader will play a critical role in evolving the way Service Technicians and Field Service Managers work. The Leader will work closely with the Support, Call Center and Technical Training Teams to build on our strategy of knowledge centralization, technician speed-to-competency and drive adoption new tools and ways of working, such as, Prescriptive Maintenance, Remote Support (Augmented Reality) and Artificial Intelligence.

The Field Service Operations Leader will establish structure, cadence, routines and expectations for field teams to manage to set KPI’s and drive Continuous Improvement. The Leader will focus on delivering exceptional customer experience, workforce development, drive cost efficiencies, revenue growth and profitability. As a member of the senior leadership team the Field Service Operations Leader sets annual goals and quarterly objectives for their teams. The Operations Leader provides direction, resources, communication and coordination in support of the Field Service team. The Field Operations Leader is closely aligned with Customer Success and Sales leadership to ensure alignment on customer strategy, customer satisfaction and growth. The Operations Leader also partners closely with peers in Supply Chain, PMO, Depot Repair, Business Intelligence and Finance.

Essential Functions/Key Responsibilities:

• Assure customer satisfaction levels for service and implementation solutions are met or exceeded throughout the region. Responsible for delivering field related customer SLA’s, i.e., response time, resolve time, first time fix.
• Ensures proper staffing, training, and equipping of field teams to provide timely and high-quality services to meet client contractual commitments and growth.
• Build the bench strength of talent across the Service Technician, FSM and Regional Directors to ensure candidates ready for promotion as a part of a structured succession plan.
• Build regular communication cadence with Team Members across all levels of the organization to ensure alignment and flatten communication across the organization.
• Responsible for the delivery and forecasting variable revenue and managing and forecasting all areas of expense, i.e. salaries, overtime, fleet, parts and subcontractors.
• Balances growth, revenue and expense to deliver Gross Margins.
• Champion culture of Continuous Improvement initiatives.
• Promote career development by creating a learning environment with an emphasis on continuous organizational and skill development at all employee levels.
  • Build Service Technician development/skill matrix to articulate career path and plan that includes both technical and soft skills.
• Act as SME to assist Sales in the evaluation and pricing of new opportunities.
• Monitor, review and analyze capabilities of Service Technicians and subcontractors assigned within the region. Assure that they are trained, certified, productive and proficient to meet or exceed customer needs by providing superior service and professional service business performance.
• Assure compliance to corporate policies and procedures regarding safety. Particular focus on technician safety- OSHA compliance, fleet telematics and armed guard usage.
• Embrace and encourage diversity in the workplace through conscious effort to hire, promote and train a diverse workforce.
• Ensure compliance and education of all Human Resource policies and state and Federal Labor Laws.
• Ability to travel within the Region and nationally up to 40% of the time.

Knowledge, Skills and Abilities:

• Solid history of demonstrated business acumen, leadership and management skills.
• Excellent customer communication skills.
• Good understanding and knowledge of on-site Field Service, customer relations and business development strategies.
• Ability to communicate effectively (oral/written) and demonstrate good problem-solving skills.
• Ability to understand and manage a P&L.
• Ability to satisfy customer requirements with appropriate resource management while creating a culture and operating environment where teams are inspired to meet performance objectives.
• Experience using MS Office suite, and service ticket tracking solutions.
• Experience managing a remote workforce.

Physical Requirements and Working Conditions:

• This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone.
• This job operates in a professional office environment or Remotely from a home office.
• 40%+ Travel potential

Education and Experience:

• Bachelor's degree in business administration, or related field
• MBA preferred

• 10+ years of Operations Managerial Experience

Other Duties:  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.