HelloTech is hiring a

Senior Manager, Field Services

Full-Time
Remote
HelloTech is the leading independent, on-demand technology support service. Available 24/7 both in-home and remote, HelloTech's massive network of expert technicians nationwide are dedicated to providing a top-notch customer experience for a wide range of services, including computer support, smart home device installation, home office setup, and more.

With both direct-to-consumer presence and deep integrations with retailers such as Walmart.com and Comcast Xfinity, HelloTech eliminates the headaches and hassle of product installation and maintenance.

We are seeking a Field Services Manager to join our team! This is a multi-functional role with a key focus on maintaining seamless, timely, and successful delivery of MDU installation services in the field. Organization, problem solving, and a strong sense of urgency will be of the utmost importance with this role.

This is an excellent opportunity to get in with an early-stage tech startup growing fast in the service industry space. This position is open for remote work.

What you'll be doing:

  • Managing an in-house team responsible for coordinating multiple, concurrent projects pertaining to the installation of smart-device packages for our stable of national MDU partners 
  • Working with your team to develop field management processes from inception through to implementation; Perform regular process reviews to identify gaps that may arise as the business grows and evolves
  • Taking responsibility for, and leverage internal resources to, ensure the successful coordination and performance of individual service providers and subcontractors on job sites 
  • Directing the flow of communication between our service providers, internal teams, and our partner POCs to ensure a consistent and proactive flow of information; Anticipate potential issues and triage immediately
  • Working with partners on ongoing optimization and ongoing quality control initiatives; coordinate with internal and external resources to execute these efforts
  • Maintaining a rock-solid scheduling platform designed to reduce delays, conflicts, or any other issue that may result in personnel gaps
  • Establishing an air-tight inventory control process to eliminate lost, misplaced, or mishandled hardware in the field; Correct and adjust on the fly and be a problem solver
  • Regularly visiting project sites in order to conduct quality inspections, build rapport with internal and external teams in the field, and identify any process gaps; Maintain order and be quick to hire/fire/replace underperforming teams
  • Helping drive initiatives to make sure that all field teams/installers are educated on, and are able to provide, the proper tools, safety materials, and are adhering to any other onsite requirements
  • Acting as subject-matter expert for all partner devices/software as well as onsite protocols
  • Reviewing projects to validate the successful completion of all tasks and to evaluate performance; identify areas for improvement
  • Monitoring daily/weekly/monthly reporting to uphold service velocity and to identify trends/uncover possible issues

What we're looking for:

  • 5+ years of field service management experience in construction or IoT installations
  • Be an owner and act accordingly
  • Act deliberately and independently
  • Strong sense of urgency/integrity/rigor
  • Ability to multitask, prioritize and function well under pressure and tight delivery timeframes
  • Excellent analytical and problem solving skillsStrong internal and partner-facing communication skills 
  • Proactive mindset, not reactive
  • Experience in a partner-interfacing role and comfortable presenting to different audiences, tailoring messages accordingly
  • Ability to identify root cause of escalations and implement solutions

Perks:
Comprehensive Medical, Dental, Vision with options provided at no-cost to employees
Mental Health and Wellness programs
Professional Learning and Development Opportunities
Traditional 401k Program
Unlimited PTO

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