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ViaPath Technologies · 4 hours ago

Manager, Field Services

US-TX-Austin

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

ViaPath Technologies is seeking a Field Services Manager to oversee internal teams and vendor technicians servicing deployed products at customer facilities. The role involves managing day-to-day activities to ensure customer satisfaction, training team members, and serving as the primary contact for contractual compliance efforts.

Management Information SystemsTelecommunications

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, 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

Qualification

Customer Service ManagementTelephony KnowledgeProject ManagementTechnical SupportTeam LeadershipMulti-taskingAnalytical SkillsWindows ProficiencyMicrosoft OfficeCommunication SkillsAdaptability

Required

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 2 years of experience leading project activities, facilitating meetings, and influencing outcomes. Strong leadership capabilities shown through managing priorities, driving execution, and supporting team collaboration. Prior management experience 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