Field Services Manager

Company Description

Field Services Manager

Are you ready to develop the future of retail? 

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce. 

VusionGroup  is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.  

Job Description

We build. We create impact. 

As Field Services Manager, you will play a critical role in scaling and optimizing field services to solidify our installation capabilities. This individual is responsible for designing and refining operational processes to drive efficiency, consistency, and scalability across service delivery. They will identify, track, and report on key performance indicators (KPIs) to ensure high-quality execution and continuous improvement. A key focus of the role is enhancing the customer experience throughout the installation journey by streamlining coordination and communication. Additionally, this leader will manage day-to-day vendor relationships and ensure reliable service execution while building a strong foundation for long-term operational growth. 

• Lead the planning and execution of business transformation initiatives across the field services.
• Manage field service activities, including installations (repairs, and maintenance), in collaboration with suppliers and internal teams.
• Manage vendor performance through KPI reporting.
• Build and scale additional services to be performed by third party vendors to suit our customers’ needs.
• Conducting thorough assessments to ensure vendor capabilities align with organizational standards.
• Assessing vendor suitability of service in terms of functionality and compatibility.
• Coordinate thorough site surveys to assess customer infrastructure.
• Solidify adaptor supplier network for service expansion.
• Implement streamlined solutions for consistent implementation across North & South America.
• Ensure high level of customer satisfaction through consistent and timely communication via work order documentation, email, verbal, and portal confirmation. 
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction.
• Act as liaison between the internal sales team, the customer and our vendors, seamlessly collaborating to achieve goals and bringing work orders to completion.
• Implementing quality assurance measures to ensure successful implementation and customer satisfaction.

Qualifications

Qualifications we're looking for. 

• Experience: 
  • Store/Retail experience or ESL industry experience is a strong asset. 
  • Project Management or Vendor Relations experience is a strong asset. 
  • 4+ years of hands-on experience in a similar role and product category, with a strong preference for retail or technology settings. 
  • Familiarity with ESL technology and fixtures. 
  • Familiarity with procurement, supply chain, and inventory management. 
  • Excellent collaboration and communication abilities. 
• Skills: 
  • Project management skills: managing deadlines and delivering tasks/projects on time.  
  • Strong collaboration and partnership skills with internal stakeholders and external customers.
  • Negotiation skills, Order Purchasing, Delivery Monitoring, and compliance oversight.
• Abilities: 
  • Excellent verbal and written communication; ability to convey complex information in a clear and understandable manner.  
  • Detail-oriented with a focus on understanding intricate store operations environment and on quality. 
  • Ability to engage with suppliers, ensure efficient sourcing and purchasing processes.
• Education:
  • ​​​​Bachelor’s degree in engineering, Business, or a related field or equivalent combination of education and experience. 

We innovate. We help communities thrive. 

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.  

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.  

We feel supported. You will too.  

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits