Manager, Field Services

Description

AEM (Advanced Environmental Monitoring) is the global leader in innovative mission critical weather, wildfire and water monitoring and intelligence solutions. We aim to be the world’s essential source for environmental insights – enabling decisive action and positive outcomes for our customers and their constituents. Our family of innovators offers world-class hydrometeorological technologies and services, including sensors, dataloggers, telemetry, and advanced analytics and software. Our technology and services empower the communities and organizations to survive – and thrive – in the face of escalating environmental risks.

This position leads and is responsible for managing field service team operations at both local and remote facilities and works directly with customers, and internal departments, to manage field service contract account deliverables.+

This position has ownership for delivering field service revenue and managing associated costs in line with overall business defined targets.

This role reports to the Senior Director of Technical Services.

Job Responsibilities:

• Manage and oversee the safe operations of the field services team.
• Manage and oversee all operational aspects of the field services team.
• Manage, schedule, and balance the field service team workload.
• Recruit, hire and oversee the scheduling and training of new field service team personnel, including full-time employees and sub-subcontractors.
• Complete performance reviews for each member of the field service team.
• Actively participate in pre-proposal communications with the customer to ensure a full understanding of the customers' field service project requirements.
• Understand and oversee all field service team deliverables relevant to field service contract accounts.
• In close collaboration with project management, maintain regular communications with customers to ensure that they are aware of all relevant projects’ status.
• Provide field services pricing quotes in support of commercial projects.
• Collaborate in generating detailed field service project management plans; including the scope and schedule of the project, radio path study requirements, site surveys, photos and/or sketches that may facilitate installation planning, any engineering or special resources necessary to meet contract requirements, and anticipated risks and plans to mitigate risks.
• Oversee and implement the field service team portion of a project, to the approved plan, to ensure on-time delivery and that all project deliverables are met.
• Oversee all construction, installation, acceptance, and maintenance operations that utilize subcontractors on field service projects.
• Ensure timely submittal of all documentation, reports, invoices, and expenses for the field service team.
• Verify field sites are ready for work and the necessary materials, equipment and permissions are in place prior to dispatching crews or subcontractors to the field sites.
• Develop, document and revise field service procedures and work instructions.
• Keep current with technological changes and understand emerging technologies related to customer needs.
• Communicate effectively and professionally with customers, provide equipment and system recommendations, and ensure customer issues are resolved in a timely manner.
• Collaborate with the commercial teams as required to plan or resolve field service project or related sales order issues.
• Coordinate with the project management team to achieve project deliverables.
• Oversee and implement applicable field service inventory management processes, ensuring the accuracy of relevant field service and customer project inventory.
• Apply data integrity standards to ensure that timely entry, accuracy, and consistency of data is used in any system, or digital tool that stores, processes, or retrieves data.
• Collaborate in determining field service team performance standards and metrics.
• Ensure that all field service documentation is accurately maintained to reflect current project status.
• Complete a post-project review, as required.
• Generate project documentation for a complete and comprehensive customer file.
• Collaborate in generating detailed field service project management plans; including the scope and schedule of the project, radio pat