Field Service Manager

Job Description: A Field Services Manager oversees the Field Services Dispatcher and Level 1 Field Services and Support Technician functions, ensuring the field services vendor network, dispatch operations, and on-site technician support run smoothly across CSG's full scope of field services offerings. This role owns vendor onboarding and relationship management, partners with Engineering and Pre-Sales to prepare vendors, the Dispatcher, and the Level 1 Technician to support standard and non-standard projects, and serves as the primary escalation point for vendor-related issues, purchase order validation, and accounts receivable payment disputes. The Field Services Manager also works with Legal to keep vendor and technician documentation current and compliant, and continually sources new technicians and vendors to expand and strengthen CSG's field services pool.

Job Responsibilities: A Field Services Manager candidate shall be able to, but is not limited to:

• Complying with company policies, procedures, and regulatory standards.
• Directly supervising and providing guidance to the Field Services Dispatcher and Level 1 Field Services and Support Technician(s), including performance management, coaching, and day-to-day prioritization of work.
• Onboarding new field services vendors and technicians, including evaluating capabilities, coordinating discovery/intake, and integrating them into Field Nation and other dispatching systems.
• Sourcing and vetting new technicians and vendors to grow and strengthen the field services pool across all service lines.
• Partnering with Engineering and Pre-Sales to prepare vendors, the Dispatcher, and the Level 1 Technician to support new, non-standard, and evolving project types.
• Serving as the primary point of contact for vendor escalations, resolving issues that cannot be settled at the Dispatcher or Level 1 Technician level.
• Validating vendor Purchase Orders for accuracy prior to approval and processing.
• Supporting Accounts Receivable with the resolution of vendor payment disputes.
• Partnering with Legal to ensure vendor agreements, technician documentation, and compliance records remain current and valid.
• Maintaining oversight of the field services vendor pool across all CSG service lines, ensuring coverage and capability align with business needs, including: FWA, Starlink, MultiPath Secure. OneTalk, and various Installation Services
• Monitoring dispatch and on-site support operations for quality, timeliness, and adherence to process; identifying and addressing gaps.
• Working cross-functionally with Customer Success, Sales, and Operations leadership to align field services capacity and capability with customer commitments.
• Leading process improvement initiatives for the Field Services team, incorporating feedback from the Dispatcher, Level 1 Technician, vendors, and internal stakeholders.
• Escalating and resolving issues that fall outside standard vendor, dispatch, or on-site technician procedures.
• Working with leadership to identify areas in the operational process that require improvements and efficiencies.
• Other duties as assigned.

Qualifications & Education: A Field Services Manager candidate must have at a minimum:

• A high school diploma or GED required; Associate's or Bachelor's degree in Business, Operations, or a related field preferred.
• Prior experience in field services, vendor management, dispatch operations, or a related operations role.
• Experience directly or indirectly supervising staff.
• Experience working with cross-functional teams such as Engineering, Sales, Legal, and Finance/AR.

Training: A Field Services Manager candidate must go through documented training with a qualified trainer or otherwise appointed personnel and demonstrate competency in performing the job. A person being transferred from within to this position must have worked in the area and demonstrated the required technical skills necessary to perform this job.

Skills: A Field Services Manager candidate shall be comfortable with, but not limited to:

• Knowledge of computers and software such as the Office 365 Suite, spreadsheet programs, NetSuite, and other computer-related software.
• Strong vendor management and relationship-building skills.
• Strong verbal and written communication skills, including comfort communicating with vendors, engineering, legal, and finance stakeholders.
• Strong leadership, coaching, and team management skills.
• Strong analytical thinking and problem-solving skills.
• Well organized with great time management skills to manage multiple priorities and competing deadlines.
• Ability to work well independently, prioritize, and complete tasks in a high-pressure environment.
• Comfortable managing escalations and resolving conflict professionally.
• Ability to interpret and apply contractual, compliance, and documentation requirements.
• Respond to numerous emails and phone calls.
• Sitting for extended periods of time, with periodic travel as needed.

Preferred Skills:

• Familiar with Field Nation or any technical dispatching platforms.
• Experience with vendor/subcontractor management in a telecom, technology services, or installation-based industry.
• Familiarity with purchase order and invoicing/AR processes.
• OEM certifications or familiarity with field-installed technologies (routers, Starlink, networking equipment, etc.).

Pay: $70,000.00 - $140,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: Hybrid remote in Mechanicsville, VA 23116