The Field Services Operations Manager will oversee our in-house team of highly-skilled, field-based Master Installation technicians and will be responsible for ensuring the team consistently delivers high quality service resulting in positive client experiences and a high degree of client satisfaction.
They will manage within a dynamic, fast-paced, high growth environment and will work to introduce operational best practices to their team. They will directly manage client escalations and will occasionally need to 'get their hands dirty' by working side-by-side with the installer team in performing certain client installation projects.
Key Duties & Responsibilities:
Direct the day to day activities and own the overall success of the Lytx Master Installation team, contributing directly to outstanding client experiences.
Manage the hiring, training, scheduling, capacity, utilization, performance and costs of the Lytx Master Installation resources.
Define, implement and monitor performance metrics / dashboards to support the team in driving toward best practices in operational process execution.
Define, develop and deliver in-house training for the Lytx Master Installation team regarding device installation best practices and Lytx policies and procedures.
Create strategies for driving improvement to existing data, metrics, processes and systems.
Drive operational improvements within device installation with an eye toward building scale while improving service delivery and client satisfaction.
Ensure service delivery by the Lytx Master Installation team consistently meets or exceeds client expectations. Directly manage escalated client issues and ensure timely and satisfactory resolution with clients.
Work cross-functionally to understand the needs of internal and external customers. Design and implement solutions to address current gaps to drive sustained improvement.
Participate as a leader on the Field Services team, helping to instill a culture of collaborative problem solving, data-driven decision making, process discipline, continuous improvement, accountability and teamwork.
Other duties as assigned.
5-7 years of experience in field services within the technology hardware industry, automotive or telematics experience a plus
3-5 years of experience leading a field services team within the technology hardware industry
Strong technical competency
Excellent people management and leadership skills
High energy leader comfortable leading and motivating a team of field-based technicians
Excellent time management and organization skills with high attention to detail
Strong analytical and problem-solving skills with ability to collaborate cross-functionally on solution ability to get things done
Excellent written and oral communication skills with proficiency in MS Office suite
Bachelor Degree in business or related field
Willingness to travel up to 25% with heavier travel expectation early while learning the business.
Lytx, Inc. is proud to be an equal opportunity/affirmative action employer and maintains a drug-free workplace. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.