[Hiring] Field Services Manager @ViaPath Technologies

Role Description

ViaPath is currently seeking a Field Services Manager to join our team. The position will report to the RVP 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 in Indiana with a requirement to travel to customer sites.

Responsibilities

• Serve as an Ambassador for ViaPath
• Manage 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, overseeing deployment, monitoring, maintenance, development, upgrade, and support of all IT systems
• 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
• Support the communications, oversight, and management of all out of service events directly through Technical Support (TS)
• Enforce RMA policies and manage the processes being performed by all technicians supporting the territory
• Travel as needed; up to 50% of the time

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred
• Minimum of 8 years related experience in a customer facing role
• Minimum of 2 years of experience leading project activities, facilitating meetings, and influencing outcomes
• Proven record providing and managing a superior customer service experience
• Ability to multi-task, meet deadlines, adjust to changing priorities, and work under pressure
• Strong abilities to work in a management role
• Familiarity with technologies currently deployed at assigned customer sites
• Ability to accurately read, analyze, interpret, and apply management and corporate direction
• 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 and willingness to travel 50% of the time
• Pass security background check and other checks administered by ViaPath and assigned facilities

Benefits

• 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.
• 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.