Field Service Manager I

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be! Aventiv Technologies - Where your future awaits - YouTube * ASSOCIATE REFERRAL REWARD ELIGIBLE* * This is an onsite role on Rikers Island* Job Purpose: Responsible for managing a team of 12-15 Field Service Technicians I, either on-site or in a roving capacity. This role involves customer management, employee oversight, and achieving business objectives while fostering customer loyalty. Lead the team that focuses on processes and procedures, workflows, customer satisfaction (CSAT), employee management, key performance indicators (KPIs), and inventory management. Additionally, provide support to our tablet customers by managing programs and ensuring optimal usage and accountability of tablets, alongside performing minor site repairs that meet service level agreements (SLAs). Essential Duties: * Drive performance and lead Key Performance Indicators (KPIs) to achieve departmental and company success metrics, including break-fix SLA response and resolution. * Meet company objectives for customer satisfaction through continuous improvement initiatives, leveraging feedback from Customer Value, Transactional, and Installation surveys (CSAT). * Set up and maintain individual tablets for users. * Supervise a team responsible for repairing phones, kiosks, video terminals, charging stations, tablets, and other necessary equipment within correctional facilities in the assigned area. * Foster professional rapport with team members. * Ensure team technical performance through training courses and in-person sessions. * Analyze reports to guide associates in customer service efforts and develop service schedules for each associate. * Serve as a subject matter expert on required products and train assigned associates as needed. * Assign tasks, manage schedules, and provide coaching as necessary. * Ensure team members operate efficiently and effectively. * Conduct team and customer meetings regularly. * Maintain inventory, ensuring that extra or damaged stock is returned from multiple sites. * Assist in educating and training Securus customers, providing technical support and following instructions for Securus products and services. * Oversee and manage assigned company inventories and assets (tools, vehicles, parts inventory, laptops, etc.). * Supervise team expenses, capital, and headcount, analyzing strategies to reduce operational costs. * Conduct regional asset management, including truck inventory, company vehicles, and tools; perform quarterly inventory counts. * Prepare and deliver reports, communications, and presentations to management and regional leadership. * Execute additional responsibilities as assigned. Knowledge, Skills, and Abilities: * Attain knowledge of all Securus products * Knowledge of all positions and resources assigned to the assigned area. * Strong knowledge of Field Operations, inventory management, remote resource management, fleet management, repair, maintenance, and customer satisfaction * Strong analytical, organizational, planning, interpersonal, presentation, written and verbal communication skills. * Preparing & giving reports, communications, and presentations to Manager/ Regional Manager. * Able to drive metrics to improve performance. * Leader with strong organizational and interpersonal skills in a managerial role * Business acumen with the ability to balance customer requirements with business objectives. * Computing and Business Tool experience (Word, Excel, Power point, Etc.) · * Ability to travel throughout the United States as needed. * Strong Operational experience - Structure, process oriented, and data driven. * Strong time management skills * Providing detailed reports for upper management * Strong verbal skills * Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning innovative technology Minimum Qualifications: * High school diploma or GED * 3+ years of related experience * Experience working with Windows OS, VOIP, and wireless technology. Preferred Qualifications: * 2 + years of installation repair and maintenance of telecom and networking devices. * 5+ years previous supervisory experience * Previous experience working in law enforcement or correctional environment Physical Requirements: Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping, and manipulating tools, typing, using peripheral computer tools. May be required to lift up-to 25 pounds Salary and Benefits: At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer. * $63,678-$72,594/year (depending upon experience) * Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.) * Health Insurance * 401(k) * Disability * Life Insurance * Paid Time Off * Voluntary Benefits Aventiv Privacy Policy: /privacy Equal Employment Policy: Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act

Created: 2025-03-07