Senior Director Of Field Operations

Position Summary: The Senior Director of Field Operations is responsible for providing proactive monitoring and customer satisfaction management in support of our customers experience. This role will act as a leader for Field Coordination, Quality Assurance, Customer Relations, Resolution Manager, Access and Reporting groups, in support of internal and external customer needs. The role keeps all support staff to the field in account for customer interaction, execution, reporting, and customer interface meetings. The Senior Director of Field Operations will also be responsible for developing and execution of executive reports and status of customer needs.

The Senior Director of Field Operations will work independently in leading the groups assigned. Will be able to take initiative and lead day to day customer contractual obligations. Should be able to interface with customers and executive level presentations. The Senior Director of Field Operations will report directly to the Vice President of Field Services.

Duties and Responsibilities:

• Field Service Coordination
• MSA, SLA and SOW compliance management
• ETA
• Data points management
• BSM, CAM, Field Management, and technician support
• Escalation Management
• ETA
• Service
• Manage field services support groups
• Day to day communication with sales and customers as warranted for performance management. Building integration practices and implantation of training all departments to building a cross trained work force.
• Quality Assurance
• Lead efficiencies

• Customer Relations
• Liaison with customer group in gaining access to sensitive sites/assets
• Volume of reports
• Access
• Support Data Analysis
• Determine and resolve opportunities of execution in the field and support staff
• Bring all groups together in cross training and support
• Gross Profit Management and Analysis
• Customer Service
• Communicate daily, weekly, monthly, yearly reports to executive leadership
• Resolution Management
• Build and maintain these dashboards
• Customer Initiatives
• Executive visibility to reporting
• Build and create sustainable reporting dashboards
• Support Resolution Management
• Includes and may not be all encompassing:
• Daily resolution for reactive ETA, Reports, and escalations
• Data Analysis
• Support process structures
• MSA Contract Management and Adherence
• Data entry capacities and driving efficiencies
• Support group for field force
• FSC, QA, Service

• Data analysis to support field capacities, trends, and contractual obligations
• Monitor innovations of automation and artificial intelligence to increase productivity

• Pricing Management and Contract Adherence Other duties as assigned
• Monitor trends in and correct deficits in execution
• Other duties as assigned.
• Capacity planning
• Proactively identify potential risk factors and mitigate organizational risk
• Technical/Engineer Field
• Internal Support Staff
• Build processes and efficiencies in all departments
• Sales
• Scope (in and out)
• Delay in SLA

Skills and Requirements:

• Contractual obligations and expectations
• Continually grows and changes
• Excellent oral and written communication skills with ability to present data efficiently
• Ability to navigate complexity and create collaborative, cross-functional solutions
• Ability to learn specialized software programs and navigate company databases
• Proven capacity to review customer contracts at length to gain high-level understanding of
• Bachelor’s degree in related field or 4 years equivalent relevant work experience
• Proven ability to balance multiple concurrent projects based on client needs
• Minimum 4 years’ experience in a professional office environment and 2 years in customer facing role
• Ability to adapt to changes and work quickly within short deadlines as the company
• Willingness to learn substantial amount of product and service knowledge
• Ability to work autonomously; self-motivated and driven Education and Experience:
• Applications
• Demonstrate PC proficiency in MS Office programs (Excel, Word, Power Point) and web- based
• Able to manage relationships with peers and managers as it relates to support and services
• Strong interpersonal and intrapersonal skills
• High-level of attention to detail required
• Strong organizational, prioritization, and multi-tasking skills

Physical Requirements: The physical demands described here are representative of those that

must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.

• Vision correctable to 20/20
• Ability to sit and stay focused for long periods of time
• Finger dexterity for keyboarding and computer usage

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

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