Field Service Manager

As the Field Service Manager, you will lead a dynamic team of IT Support Technicians committed to optimizing business outcomes for our partners. Your team, a group of seasoned field service professionals, delivers exceptional in-house hardware and software support across over 500 locations in NYC utilizing the Ticketech platform. We are looking for a leader who not only brings meticulous attention to detail and outstanding problem-solving skills but also thrives under pressure and excels at delivering results within tight deadlines. If you're ready to steer a team that is at the heart of our operation and critical to our success, this role is for you. Join us in shaping the future of tech support while driving significant impact across an extensive network of partners.

What You'll Do:

• Dispatching calls to the team, prioritizing based upon urgency and scheduling needs.
• Field service management, ride-along coaching, meetings, and administrative duties.
• Evaluate the team's performance and coach operational and technical duties.
• Develop action plans to mitigate service issues.
• Provide technical support to technicians to minimize downtime and improve efficiency.
• Organize time efficiently to schedule and dispatch technicians.
• Provide ongoing training to technicians on servicing units, including the proper and safe use of tools and equipment when necessary.
• Work directly with the Director, Operations to develop clear strategies and support for efficiency and growth.
• Review and monitor the delivery of Service Level Agreements (SLA's) and Key Performance Indicators (KPl's).
• Coordinate with Contractors to install the equipment and wiring required at facilities while maintaining positive relationships with all internal and external customers.
• Travel to installation sites and perform inventory oversite.
• Exercise discretion and independent judgment in managing the installation and maintenance of proprietary software, as well as hardware communications, programming, and repair.
• Customarily and regularly provide on-going troubleshooting support and quality acceptance testing of the software and hardware in a respective region.
• Manage Procurement (Inventory and order parts and supplies as needed).

What You Bring:

• Confident ability to train and instruct others in proper trade practices and techniques.
• Experience in administering processes and policies as they relate to safety, attendance, performance work rules, and code of conduct.
• A vast knowledge of computers and relevant software applications; proficiency with Microsoft Office Suite products and familiarity with field service/customer support software tools preferred.
• Availability and willingness to work evenings & weekends as necessary, including after hours and on call as required for the needs of the business.
• Strong written & oral communication skills.
• Strong organizational, time management, and results-driven leadership skills.

Qualifications:

• Associates Degree, Trade School, or work-related experience.
• 5+ years of technical field service/support or POS installation and maintenance experience.
• 2+ years of supervisory experience in a field operations environment.
• CompTia A+ and or Network+ certification is a plus.
• A Valid U. S. driver's license.
• Familiarity with working in environments that fall under PCI compliance is preferred.

Join us in making a difference as we build our future. Flash is an equal opportunity employer dedicated to diversity, equality, and inclusion. We provide equal employment opportunities to all employees and applicants for employment. Flash prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.