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Field Operations Manager
2 weeks ago
The company collaborates with leading enterprise customers, providing solutions that are experienced by millions daily. Their work involves bridging distances, delivering impactful messages, driving business performance, and transforming businesses by connecting people, technology, and experiences.
Job Summary:
The Field Operations Manager plays a pivotal role in supporting and managing the EMEA Field Operations team, which includes Installation Technicians and Field Engineers, ensuring the seamless delivery of projects across the region. Acting as a crucial link between Project Management and the technical teams, the Operations Manager oversees day-to-day operations, ensuring smooth service delivery while meeting client requirements and budget constraints.
The ideal candidate will possess strong leadership skills, the ability to manage teams effectively, and excellent communication skills to interact with both clients and technical staff. They must be able to troubleshoot logistical issues under pressure and demonstrate a strong customer focus by delivering exceptional service and exceeding client expectations. With multiple projects running concurrently — sometimes up to a dozen installations a day — the Operations Manager will oversee internal staff, subcontractors, and partners, handling travel and accommodation logistics, often managing last-minute requests.
Primary Responsibilities:
* Lead and manage all Field and Installation Technicians.
* Mentor team members to enhance their skills and support career development.
* Conduct monthly one-on-ones with direct reports.
* Approve timesheets, overtime, and expense reports.
* Plan and allocate resources for all installations across EMEA, coordinating with Project Management and managing internal, partner, and subcontracting engineering resources.
* Handle travel and accommodation bookings for engineering resources, including acting as an escalation point (which may require out-of-hours support).
* Input job information for tracking purposes in collaboration with Project Managers.
* Collaborate with the Sales Support Group (SSG) and Account Executives (AE) on pre-sales site surveys.
* Monitor training records, ensuring technicians maintain relevant certifications.
* Assist with ISO audits and other company certification processes.
* Set tasks and measure team performance in line with EMEA performance management frameworks.
Professional, Behavioral, and Performance Expectations:
* Proactively identify blockers to progress and communicate effectively with relevant parties.
* Manage multiple requests simultaneously, ensuring timely evaluation and assignment.
* Take detailed meeting notes and share them clearly and promptly.
* Commit to meeting performance targets and key performance indicators (KPIs), including installation quality and personal objectives.
* Respond promptly to ad-hoc communication from internal and external staff. Be available via MS Teams throughout the workday and update status as needed.
* Actively participate in internal team meetings and client-facing calls, maintaining a professional demeanor. Ensure proper presentation during video calls, minimizing distractions, and contributing positively to discussions.
This role demands a proactive, organized, and customer-focused professional who thrives in a fast-paced environment. If you're ready to lead high-performing teams and deliver exceptional AV experiences, we invite you to apply and help shape the future of enterprise technology across EMEA
