Manager of Field Service and Fleet Program

Manager of Field Service and Fleet Program Job in Richardson, TX

Wireless CCTV, LLC (“WCCTV”) located in Richardson, Texas, is a subsidiary of Wireless CCTV Ltd originally established and located in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks.

Wireless CCTV LLC prides itself on developing innovative, customer-focused products and providing world-class customer support services. The Company's range of video surveillance solutions includes:

• Rapid deployment pole cameras

• Mobile surveillance trailers

• Time lapse video services

Position:

WCCTV is looking for a Manager of Field Service and Fleet Program who is responsible for managing a team of Field Service Technicians having responsibility for the installation, service and repair of the Company’s mobile surveillance security systems.  In addition, this position is responsible for managing the Company’s fleet of service vehicles ensuring timely scheduling and completion of maintenance and repairs. 

Position will be based at the Company’s Richardson, Texas headquarters and will be required to travel on a regular basis to the Company’s other locations in San Marcos, Texas, Houston, Texas, Ontario, California as well as to customer locations within and outside of Texas and other surrounding states

 

Primary Responsibilities: 

Installation and Service

• Manages the daily operational activities of Field Service teams in multiple regions ensuring product is delivered and installed/serviced on time and with a high level of customer satisfaction.
• Ensures efficient and effective field service operations, including manpower scheduling, resource allocation and process optimization.
• Serves as escalation point for the Field Service teams when troubleshooting technical problems out on customer sites; escalates to the appropriate internal technical support function when necessary. 
• Conducts periodic field visits to review individual Field Service team members work habits, job performance and customer interactions.
• Ensures all service sign off (SSO) paperwork completed by all Field Service team members is submitted systemically, timely and is completed, in line with internal Company guidelines and requirements.
• Manages all financial aspects of the Field Service team, including auditing and approving timecards, overtime, travel and other expense management.
• Facilitates instruction and training to newly hired staff and provides ongoing instruction and training to existing staff.
• Assists in the development of technical skills for the department. Conducts regular skills assessments of each team member per defined skills matrix.
• Provides direct reports with regular feedback thru scheduled one on one meetings. Conducts probationary progress reviews and quarterly performance reviews with staff.
• Implements and maintains department standards for productivity, reliability, safety and accuracy.
• Develops, communicates and monitors adherence to specific safety policies and procedures relevant to field service. 
• Ensures personal protective equipment is worn at all times by field staff.
• Involved in the recruitment, onboarding and performance management of all staff.
• Establishes and maintains relevant controls and feedback systems to monitor and improve the operation of the team.

• Creates and utilizes KPI performance data to monitor and measure departmental productivity, goal achievement, and overall effectiveness, and develops countermeasures in areas of under performance,
• Utilize company platforms to develop KPIs and measure departmental and technician performance levels. This includes Telematics and Zoho.
• Assists in the implementation of departmental improvements wherever possible to reduce costs and improve time efficiency.
• Updates Field Service processes and documentation when needed.
• Supports New Product Development (NPD) with resources needed for training on new products.

 

Fleet Management

• Oversees fleet maintenance operations, ensuring all vehicles and equipment are well-maintained, serviced, inspected and available for deployment according to established schedules and industry standards.
• Reviews and assesses life of vehicles to advise as to when additional assets may need to be acquired, or existing assets upgraded, and coordinates that activity with finance.
• Coordinates with finance on any required insurance claims.
• Manages Company tools inventory, protection equipment and vehicle inventory.

Qualifications: 

• High school degree or equivalent required; Associate’s degree in electronics or other technical discipline preferred.
• Minimum of 5 years of field installation and service experience in the electronic security equipment, telecom, solar industries or related industry required. Basic to advanced knowledge of computer networks, including TCP/IP, DNS, DHCP, Gateways, routers and switches required.
• Minimum of 3 to 5 years of previous supervisory or management experience required to include prior experience managing remote field staff in multiple states across the US.
• Must also have prior experience with high growth and implementation/development of field staff locations across the US.
• Prior experience in fleet maintenance and strong knowledge of vehicle maintenance practices, regulations, and industry trends required.
• Prior experience facilitating technical training and skills assessments for direct staff preferred.
• Demonstrated ability to effectively lead, manage, train and motivate a diverse group of employees to achieve high production levels within tight time deadlines and in a highly dynamic environment.
• Demonstrated ability to utilize KPIs to drive improvements in safety, efficiency and cost management
• Effective computer skills to include MS Office (Word, Powerpoint and Excel), Outlook, Teams and previous experience using CRM/ERP systems required.
• Excellent communication skills and ability to interact with internal staff and customers.
• Excellent organization, time management, high attention to detail and planning skills are a must.
• Ability to travel on a regular basis to oversee installation and service activities at Company’s regional offices or customer locations across the U.S.
• A valid drivers license is required along with ability to rent vehicles through car rental agencies.

 

Candidates must already have a work authorization that would permit them to work in the US.

Compensation & Benefits: 

• Competitive salary range of $90,000 to $110,000 per year depending upon experience.
• 10 days paid vacation (increases with length of service) + seven (7) paid Company holidays.
• Company provided medical, dental, vision, short-term disability and life insurance plans.
• 401k Plan with Company match of up to 4% and immediate vesting.

WCCTV is committed to the success of its employees and demonstrates this through our development of people. The successful candidates can expect to receive comprehensive coaching and support through detailed and ongoing internal training programs designed to help grow your own personal success in your career within the Company.

Candidates must already have a work authorization that would permit them to work in the US.

Wireless CCTV LLC is an equal opportunity employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, religion, creed, disability, genetic information, national origin, gender, gender identity and expression, age, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state, or local laws.

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