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 ViaPathManages day-to-day activities of Field Services team to ensure achievement of customer satisfaction while meeting quality, safety, and budgetary goalsTrain, coach, and counsel team members to achieve performance objectivesConduct regular staff meetingsServe as primary organizational contact responsible for coordinating contractual compliance efforts across internal teams and business units to ensure adequate resources are available for issue resolutionServe 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 peripheralsServe as the company's liaison with customer, assuring the customer receives ViaPath's superior customer experienceCreate and distribute reports identifying any correspondence that the customer has communicated, and any item/items the customer has identified as outstandingIndependently 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 opportunitiesSupport the communications, oversight, and management of all out of service events directly through Technical Support (TS) using corporate standard processes and proceduresEnforce RMA policies and manage the processes being performed by all technicians supporting the territoryTravel as needed; up to 50% of the timeQualifications High school diploma or equivalent required; Bachelor's degree preferredMinimum 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 employeesProven record providing and managing a superior customer service experienceAbility to Multi-task, meet deadlines, adjust to changing priorities, and at times work under pressureAbility to lead a teamShow 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 systemsAbility to accurately read, analyze, interpret, and apply management and corporate direction using general business concepts and methodologiesTelephony and Networking knowledge and experience is highly desiredExceptional verbal and written communications skillsWilling and able to work in a secured correctional environmentProficient in both Windows 7/8/10 operating software and Microsoft Office; ability to learn and become proficient in other software programs as requiredAbility and willingness to travel 50% of the timePass security background check and other checks administered by ViaPath and assigned facilities#J-18808-Ljbffr