Senior Vice President, Field Operations

Job Locations US
ID 2022-1525
Category
Field Operations
Position Type
Regular Full-Time

About Us

Interface Systems is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights.  

   

Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees.  

 

Overview

Oversee and ensure success of Field Operations for Interface Systems. SVP will provide management and leadership for the Field Operations organization including dispatch, service and installation technicians, field project management, regional offices and inspections across North America including 3rd party providers. Possess a deep understanding of the current and future business as well as macro-economic drivers to align, develop and execute strategies to build a best-in-class field operation. This role can be remote, with intermittent travel to St. Louis and Plano offices as well as regional offices and other field locations.  

Responsibilities

 

People & Organization Leadership

  • Build a high-performance organization with a positive and team orientated culture that is inspired by our “Relentless Support” mantra. 
  • Lead a team to assure customer Service requests, Inspections and Installations in a timely and professional manner and overall customer satisfaction goals are achieved or exceeded.
  • Assess operations organizational modelincluding 3rd party and outsourced relationships to develop an effective, efficient, and cohesive installation and service team.
  • Manage a team of installation and service regional directors. Provide coaching, development and mentoring to regional support personnel.
  • Oversee the program to recruit, hire and train installation and service personnel
  • Develop and manage 3rd party relationships that bring ability to scale and provide expanded coverage.

Field Operations

  • Ensure installation and service quality standards are adhered toexceed customer expectations and measured/reported on accordingly.
  • Work with the Company Fleet Manager to ensure that company owned vehicles are meeting maintenance requirements to ensure the longevity and appearance of the company fleet.
  • Oversee technical training, certification and licensing of Interface Technicians within region.
  • Partner with PMO to assure seamless completion of our national account installations and projects
  • Work with Service Dispatch team on all service-related dispatching issues to assure prompt service to our customers.
  • Assure customer escalations are addressed in a timely manner.
  • Support sales team by providing site surveys and assistance in system proposals to assure correct hours and equipment are quoted.  
  • Oversee onboarding and maintain a solid relationship with sub-contractors and 3rd party installers.
  • Ensure branch and Technician vehicle inventory is secure and managed per policies as outlined by Interface.
  • Work with procurement team to assure correct level of truck stock is maintained
  • Manage the branch sales and service handoff process to ensure a smooth transition from the sales team to installation team, and from the installation team to the service department. 
  • Administer and follow Company safety policies as stated in the Company Safety Manual

 

Financial Management

  • Manage twenty plus million-dollar field operations budget.
  • Ensure project profitability and review installation and service costs within region.
  • Continually monitor costs through regular review of overtime, supply costs, use of internal versus external technicians and “office time”.  

Qualifications

  • College education required or requisite experience
  • Excellent oral and written communication skills
  • Strong time management skills and ability to prioritize tasks most important to the business
  • Excellent analytical and strategic capability, metrics focused leader
  • 10+ years experience managing technical field operations personnel
  • Understanding of profit/loss financial statements and how your team’s performance affects them
  • Ability to write reports, business correspondence and employee performance reviews
  • Ability to work with variety of departments including IT, Finance, Supply Chain, Human Resources, Sales and Marketing in order to carry out the needs of the business
  • Strategic planning to plan for the future and to avoid potential risk
  • Strong problem avoidance and solving skills
  • Schedule flexibility and willingness to travel overnight if required

EEO Statement

Interface Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin. The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.   
 
Interface Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.   

 

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