Field Service Area Manager

SES is comprised of three divisions to align with our customers missions and needs:

• Aviation Solutions

• Ports & Borders

• Global Services

Position Summary:
The Field Service Area Manager is a role within the Leidos SES Services team with a focus on Customer Experience and delivering best in class service. This role leads the service activities of the field service teams to execute the vision and direction of the service organization. The Area includes a specific portion of a country and may include several states and/or territories.

Primary Responsibilities:

• Coordinates various service activities e.g. new installations repairs and preventative maintenance; manages work schedules to ensure appropriate support is maintained as required.

• Manages field service teams to consistently meet or exceed performance metrics & department KPIs (response time PM completion call resolution and closure mean time between critical failures part RMA etc).

• Responsible for driving customer satisfaction within the territory. Works closely with other Leidos functional organizations to assist in providing robust customer solutions while providing integral feedback of customer service requirements.

• Provides leadership on and manages complex projects involving multiple technical and administrative disciplines. Drives increases in incremental revenue and identifies cost containment opportunities within the Area.

• Develops and manages critical account escalation procedures in collaboration with applicable service program manager(s).

• Monitors and manages training and development of technical staff. Mentors field service team identifies team members strengths & weaknesses visualizes development needs.

• Leidos training department as required. Actively manages cross-training of team and schedules accordingly.

• Manage direct report overtime work schedules and ensures proper contract time charging

• Drive Efficiency and process improvement

• Build and maintain a culture of ownership of locations assigned

• Maintain stakeholder relationships at airports government facilities and commercial customers

• Manage internally assigned department / Area Key Performance Indicators (KPI)

• Drive data governance within the direct team for all entries into CRM systems used in the maintaining of customer equipment

• Establish clear understanding of the workflow requirements for all field service technicians (FSTs) and to set clear expectations for accurate real-time work order updates for TSA equipment.

• Working with the Service Operations Manager develop and maintain staffing plan for area

• Improve reliability of equipment through proper preventive maintenance and proactive maintenance

• Works with regional Safety Lead to ensure that all safety protocols are adhered to.

The position requires strong leadership and interpersonal skills and the ability to work effectively with a diverse work staff. The individual must be capable of decisive and prudent action in the absence of direct managerial guidance.

POSITION REQUIREMENTS:

• 4 8 years of prior relevant experience in a Field Service organization. Bachelors Degree preferred.

• Computer literacy competency in use of all programs within MS Office Suite (particularly Microsoft Excel) and aptitude for learning specialized software programs.

• A strong orientation for customer focus and teamwork.

• Timely submission of required documentation is essential.

• Must be responsive to all customer issues during non-standard work hours such as evenings weekends and holidays. Must be willing and able to travel at short notice

• Excellent product familiarity and demonstrated troubleshooting and repair proficiency is required.

• Must be able to pass and maintain an in-depth background check (TSA vetting)