Field Service Manager

The Field Service Manager is responsible for overseeing the delivery ofon‑site services, managing field personnel, and ensuring the successful build,configuration, and testing of systems for deployment. This role combines operational leadership, technical expertise, and compliance oversight to guarantee customer satisfaction, efficiency, and adherence to company standards. 1 Operational Management • Lead the field service department and personnel performing installation, maintenance, and repair. • Direct and control activities of employees and contractors delivering SpeedCast connectivity services. • Ensure projects are completed within budget and deadlines. • Schedule field assignments based on resource availability and customer expectations. • Conduct pre and post-dispatch briefings. • Prepare scope of work and job assignments for field personnel. • Manage inventory issues, replacement equipment, spares, and supplies. 2 Build & Test • Assemble, configure, test, and pack systems and subsystems for deployment. • Serve as technical specialist for system builds. • Refurbish, repair, reconfigure, and upgrade systems and subsystems. • Perform software and firmware upgrades. • Develop standards for system builds, wiring, equipment, and testing procedures. • Support Remote Site Engineers with network equipment pre‑configurations. • Carry out workshop duties including fabrication, setup, repair, and cleaning. 3 Reporting & Documentation • Provide monthly reports on field activities, issues, and resolutions. • Submit daily/weekly reports, timesheets, and time‑off requests in a timely manner. • Process work orders, service tickets, and expense reports per company standards. • Verify service tickets for accuracy and maintain updates of regional service files. • Maintain detailed documentation and enforce protocols for dispatch logs, maintenance reports, and man‑hours. 4 People Management • Conduct appraisals and periodic evaluations of direct reports with follow‑up actions. • Provide training for new hires and ongoing training for new technologies. • Liaise with contract vendors for timesheet submission and project coordination. • Mentor and coach to build leadership capacity. • Foster strong relationships with suppliers and 3rd party groups. 5 Technical Support • Provide guidance in diagnosing hardware problems and onsite repairs. • Identify and allocate resources for troubleshooting technical issues. • Recommend and implement improvements to tools, processes, and procedures. 6 Compliance & Safety • Ensure adherence to SpeedCast policies. • Comply with HSE protocols and report/process safety incidents. • Ensure returned equipment from 3rd party vendors is processed correctly. • Participate in Incident Management Escalation and Notification processes. 7 Customer & Vendor Interface • Interface with customers, vendors, and visitors as necessary. • Communicate and manage customer expectations with SpeedCast departments and management. 8 Continuous Improvement • Contribute to productivity by recommending and implementing process improvements. • Identify operational risks and develop mitigation plans. • Lead root cause analysis for major service failures and corrective actions. • Monitor industry trends and recommend adoption of new technologies.