Operations Manager NY-CA

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Job Purpose: The Field Service Manager III is responsible for directly managing a group or a territory of Field Service Managers and indirectly managing a large team of technicians, administrators and contractors in assigned state or territory.  This role will assist and support the Field Service Managers in their duties as they direct the physical installation, maintenance and repair of the company’s tablet/phone products and services in the assigned State.

Essential Duties:

• Responsible for all Securus equipment, services and networks including telecom services, video visitation services, WIFI and tablet services.
• Responsible for managing both direct and indirect associates made up of Field Service Managers, Field Service Technicians, Field Service Administrators and Field Service Contractors.
• Manage expenses, capital expenditures and headcount budgets within an annual operating budget, while analyzing ways to reduce operating costs across their assigned State.
• Responsible for regional asset management (Truck Stock Quarterly Inventories, Storage Units, Company vehicles, Laptop’s, GPS tracking Etc...)
• Responsible for driving performance objectives in their assigned region. This includes the leading Key Performance Indicators (KPI’s), break-fix SLA response & resolve times, first trip resolutions, truck roll costs, facility costs.
• Ensure company goals for customer satisfaction are met throughout the
• Coach and direct the Field Service Managers to meet the company’s business objectives and create customer loyalty.
• Drive continuous improvement based on feedback from customer value, transactional, and installation surveys. (CSAT)
• Ensure all activities across their regions are conducted safely in accordance with corporate and industry standards, and ensure top operational capability, performance, and efficiency.
• Training and coaching team leaders to enhance their skills and knowledge and overall business acumen.
• Responsible for hiring, performance evaluations, improvement plans and being a strong leader focused on providing high service levels and fostering team growth and morale.
• Attend onsite meetings to review service performance with customers.

Knowledge, Skills, and Abilities:

• Technical background in communications, networks, hardware repairs or applicable related experience.
• Knowledge of all Securus products and services.
• Knowledge of all positions and resources assigned to the assigned region.
• Strong knowledge of Field Operations, inventory management, remote resource management, fleet management, installation, repair, maintenance, vendor management, and customer satisfaction
• Strong analytical, organizational, planning, interpersonal, presentation, written and verbal communication skills.
• Demonstrated ability to drive KPI’s to improve performance and efficiencies.
• Business acumen with the ability to balance customer requirements with business objectives.
• High proficiency in Microsoft Office – PowerPoint, Excel, Outlook, and Word.
• Ability to travel throughout assigned territory as needed.
• Strong Operational experience that is structured, process oriented, and data driven
• Ability to work with other departments in resolving customer issues and problems.

Minimum Qualifications:

• High school diploma or GED
• 5+ years’ experience in a related industry, including 4+ years of Supervisory and Management experience

Preferred Qualifications:

• Bachelor’s Degree or equivalent work experience
• Vendor Management experience
• Experience in managing medium, distributed, cross-cultural remote teams
• Previous experience working in correctional industry or telecom

Physical Requirements:

•  While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $109,264.77 - $124,561.83 per year
• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.)
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.