The Senior Field Service Manager (SFSM) reports directly to the Director of Operations and is responsible for the oversite, execution and accountability for the service delivery of the of the Field Service Manager team. The Senior Field Service Manager develops, distributes, and communicates with the team to create seamless coordination of the activities required from the team. The Senior Field Service Manager is responsible for the activities impacting the field during the day shift, which includes responding to emergencies, and troubleshooting/problem resolution. The SFSM is responsible for addressing technology and fleet issues for resolution and repair when reported, as well as ongoing service and maintenance phone and fleet equipment. Working with Scheduling team to ensure all open security posts are covered during their shift, the SFSM leads the FSM team to provide oversite of all sites after hours, weekends and holidays to ensure staffing, security officer performance and problem resolution, quality site inspections, emergency response and equipment maintenance. Responsible for motivating and developing FSM team by providing leadership and necessary tools needed to perform their job duties. Senior Field Service Manager supports operations management team and ensures contract compliance, service quality, and customer satisfaction. 

Key Responsibilities:

• Responsible for understanding the critical concerns and job duties for each post to ensure FSM team is trained and can execute against the demands of each site.
• Manage officer schedule assignments and replacements for last minute absences when scheduling is not on duty.
• Ensure FSM team manages open shifts during their designated shift and communicates both in WinTeam and with the scheduling team on any changes made. FSM team sitting post should be a last resort.
• Ensure FSM team has a full understanding of scheduling processes and applicable systems, creating accountability for entries when working within WinTeam. Requires attention to detail when capturing changes and data within WinTeam as other corporate departments are dependent upon FSM team’s thorough and accurate information.
• Timely communication with client, office and employees via email on actions completed during their shift. 
• Ensure entire FSM team conducts assigned site inspections/audits per schedule and that all security officers are on duty, in proper uniform and performing required tasks; ensure security officer work area is clean and orderly. 
• Inspect all equipment including vehicles, golf carts, cell phones, company issued computers; troubleshoot equipment issues, coordinate maintenance and repairs or replacements
• Responsible for repair and/or replacement of site phones working in conjunction with the Director of Business Administration and IT. Manages the accounts working with Verizon MDM website to administer phone repair/activation/replacement.
• Troubleshoot site IT concerns for resolution. 
• Repair / replace golf carts as needed including keeping a supply of spare cart tires. Maintain inventory list in Asset Tracker in WinTeam and on OneDrive/Teams.
• Coordinate repair of vehicles as needed and track and coordinate delivery of vehicles. Maintain inventory in Asset Tracker in WinTeam and OneDrive/Teams. 
• Reconcile and submit all invoices for fleet, equipment, phones/technology etc. after validation of expense to the Director of Business Administration (DBA) 
• Dispute and contest any questionable expenses, keeping the DBA updated until cleared and resolved. 
• Monitor Verizon Fleetmatics website for unusual activity such as extended idling etc. for non-patrol sites.
• Ensure FSM’s assist with staffing patrol open posts after hours when scheduling is not available. 
• Maintain proper inventory levels of various items needed for continuous operations such as car jacks, air compressors, TrackTik tags, Lock boxes, cell phone cases/chargers etc. for both patrol and non-patrol sites.
• Maintain lists of key inventories in FSM pouch and in storage cabinet in FSM room as well as maintaining on the OneDrive/Teams. 
• Ensure storage cabinet in FSM room is organized and stocked. 
• Conduct training for officers as needed and follow up on procedural changes, client requests and performance concerns.
• Ensure FSM team completes Monthly Training Journal topic and training checklist with security officers at unsupervised sites.
• Review daily reports for completeness, accuracy, and efficiency. Ensure that information gets relayed to customers in a timely manner. Respond to employee questions and requests for FSM team.
• Respond to client concerns, communicate instructions to officers, follow up on questions or special requests.
• Ensure FSM team reviews check points maintenance and regular review of exception reports to ensure 100% checkpoint and tour completion for each post without a site lead or supervisor. Ensure FSM after hours manages oversight of Patrol team during Patrol Lead regularly scheduled days off, reporting anomalies to Division Manager prior to shift end.
• Maintain FSM instruction manual and training checklist.
• Ensure FSM team provides supervision to security officers in coordination with Division Manager, including performance management, coaching and mentoring and progressive discipline.
• Work with Division Managers and DOO on FSM Monthly meetings to capture important information for training and communication of recent changes. 
• Have a comprehensive knowledge of company policies and procedures, ensure company policies and procedures are being followed.
• Communicate performance issues to human resources and/or designated site supervisor and or Division Manager.
• Attend regular team meetings/training.
• Perform various additional duties as directed by operations management

Essential Skills and Abilities:

• Natural relationship builder with integrity, reliability and emotional intelligence
• Excellent written and verbal communications skills with high attention to detail
• Critical problem solving and ability to maintain in control during high pressure and emergency situations
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Positive attitude and excellent customer service skills
• Demonstrated leadership ability and experience
• Time management and organizational skills
• Intermediate computer skills 

Qualifications:

• High School Diploma or GED, some college preferred
• Minimum of 3 years of security/law enforcement or customer service experience
• 2 years of leadership/supervisory experience
• Clean driving record
• Must be able to pass a background check and drug test
• Must be able to meet all TX DPS Level I & II licensing requirements

Physical Demands:

• Essential duties require the ability to climb stairs, stoop, bend, stand and/or walk for 8+ hours
• Ability to lift and move 30 lbs unassisted
• Must have 20/20 or better corrected vision and good night vision