Field Service Area Manager Jobs in Reston, VA at Leidos
Title: Field Service Area Manager
Location: Reston, VA
DescriptionJob Description:Leidos is a Fortune 500™ company aimed at embracing and solving some of the world’s most pressing challenges. Through science and technology, Leidos makes the world safer, healthier and more efficient.
Our Civil Group offers an array of exciting career opportunities for the best IT, energy, logistics and engineering professionals.
Position SummaryThe Area Service Manager is a role within the SD&A 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.
NOTE: Applicants must reside or relocate within 2 hours (maximum) of International Airports located in: New York, NY / New Jersey / PA metro area.Primary Responsibilities
Coordinates various service activities e.g. new installations, repairs, and pre ventative 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 and works with
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.
Typically requires a BA/BS or equivalent experience and 5+ years or prior relevant experience…