Associate Manager, Field Service

The Associate Manager, Field Services supervises and leads the travelling Field Service Technician team responsible for supporting the installing, repairing, optimizing, and integrating of Vontas Mobile Solutions throughout North America. This role will work closely with the Operations team to ensure all members achieve a level of technical proficiency, equip and dispatch team members to meet onsite obligations, develop technical skillsets within the team and ensure all team members are able to complete high-quality work that meets OEM partner and business client integration requirements. This role reports to Manager, Field Services.

• Establish Key Performance Indicators (KPIs) for the team, monitor and measure these regularly, providing coaching for performance and improvement as required.
• Day to Day management & deployment of travelling resources, measure performance, ensure all staff maintain high levels of productivity.
• Identify performance gaps and monitor performance to ensure development plans are met.
• Collaborate with the team to drive, develop, and execute innovation in our current products and solutions.
• Identify and develop talent within the team for future roles.
• Lead in talent acquisition systems and processes, including recruitment activities and decisions on selections.
• Ensure fair and equal treatment of employees, avoiding favoritism, addressing difficult issues (with assistance from Human Resources), and practices empathy and compassion.
• Promote Company policies, procedures, mission, and values by training and providing direction to direct reports in their use and application.
• Other duties as assigned.

• Resource Planning & Scheduling: ensure travelling Field Services personnel are correctly dispatched and completing all actions required for OEM partner and internal project related Field Service activities; specifically monitoring vehicle accessibility, commissioning/acceptance requirements, and maintaining activity logs and required documentation.
• Responsible for providing guidance and direction to all travelling Field Service Technicians regarding prioritizations and dispatching for onsite OEM support activities, including monitoring and approvals of hours and expenses.
• Coordinate onsite work schedules and vehicle availability with OEM partners, Project Managers, and Vontas client onsite maintenance staff.
• Maintain field quality control by encouraging industry best practices, developing improvements in current service delivery methodology, and enforcing service quality standards.
• Monitor and forecast OEM partner requirements and forecast/report on invoicing and revenue monthly.
• Review and edit/approve OEM related Field Service labor quotes and aftermarket sales offerings consistent with industry best practices.
• Coordinate the technical activities with other Field Service and subcontract installation personnel assigned to the project.
• Keep excellent written records and be effective at written and verbal communication to customer representatives, subcontracted installers, and other Vontas personnel.
• Travel to client sites (rarely) is required to conduct primary onsite Field Services work when other resources are unavailable.
• Other duties as assigned.

• Understand mobile vehicle radio, modems, mobile data terminals, audio and analog circuits, and GPS hardware.
• Understand Transit OEM processes and delivery requirements.
• Be able to author procedures and instructions to troubleshoot mobile vehicle hardware and software systems.
• Prefer previous experience with automotive computer electronics, commercial mobile radio installations, and or mobile hardware assembly and testing.
• Excellent written and verbal communication skills.
• Ability to create job related correspondence, documentation, and reports.
• Proficient in Microsoft Office Suite and related software(s).

• Minimum of 2 years of management experience, including leadership skills of coaching and mentoring of personnel experience.
• Post-secondary education in the areas of Business Administration, Computer Science, Engineering, or related field and/or equivalent combination of education/experience is preferred.
• Understanding of the North American Transit Industry and Agencies is preferred.

• Prolonged periods sitting at a desk and working on a computer/laptop.
• Ability to travel 15% of the time (including domestic and international), sometimes for extended periods, which may involve sitting during transit and walking at various locations.
• Must be able to life up to 50 pounds at a time. (rarely)
• Must be able to handle high utilization of hand and wrist dexterity.

• All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees.
• This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.
• Vontas remains and actively participates as an Equal Opportunity Employer/Affirmative Action Employer.

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