Telecom Field Services Manager

Overview

ViaPath is currently seeking a Field Services Manager to join our team. The position will report to the RVP of Service Delivery 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.

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
• 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 working to ensure product deliverables are working as designed (fixing identified problems to include telecom and/or technical problems)
• Minimum of 3 years of experience managing teams that have a technical and/or service excellence focus with a minimum of 10 employees
• 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