Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Position Overview: The Manager, Field Management Office (FMO) is responsible for overseeing the daily operations and performance of a team of field dispatch coordinators who manage service delivery, resource allocation, and logistics for field technicians or service personnel. This role includes managing schedules, ensuring efficient dispatching and coordination, resolving operational challenges, and maintaining high service quality and customer satisfaction. The FMO Manager ensures that the dispatch team functions smoothly, efficiently, and in accordance with organizational standards. What you’ll do as the Manager, Field Management Office (FMO): The requirements above and below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice. Team Leadership and Management: Lead, supervise, and motivate the field dispatch team to ensure smooth day-to-day operations.Set clear expectations for team members, providing guidance, support, and performance feedback.Conduct regular one-on-one meetings with team members to address performance, development needs, and career growth.Ensure team members follow company policies and procedures to achieve operational goals.Dispatch Operations Oversight: Oversee the dispatching of field technicians, ensuring that service requests are assigned correctly and efficiently based on priority, technician expertise, and geographic location.Monitor the workflow to ensure timely responses to service calls and prevent delays or service disruptions.Ensure optimal use of field personnel, equipment, and resources to maximize operational efficiency and reduce downtime.Scheduling and Resource Allocation: Create, manage, and update coordinator schedules to ensure appropriate coverage.Coordinate with field technicians to ensure that they have the required resources, information, and support to complete their tasks.Address any scheduling conflicts or issues, ensuring minimal impact to service levels and customer satisfaction.Customer Service and Satisfaction: Act as a point of escalation for customer complaints or service issues.Ensure customer satisfaction by ensuring that the service is delivered on time, within the expected quality standards, and with proper communication.Work with customer service teams to ensure smooth communication and resolution of customer issues in a timely manner.Performance Monitoring and Reporting: Monitor team and individual performance, including service level agreements (SLAs), customer satisfaction, and operational efficiency.Analyze dispatch metrics and key performance indicators (KPIs) to identify areas for improvement.Prepare and present reports on team performance, operational challenges, and key achievements to senior management.Process Improvement: Identify opportunities for process improvements in dispatch operations, aiming to streamline workflows, reduce inefficiencies, and enhance team performance.Implement best practices for dispatch operations and ensure that the team is continuously improving its performance.Collaborate with other departments, such as logistics, field services, and IT, to optimize operational processes.Training and Development: Train new dispatch team members and provide ongoing training for current employees to ensure that they are up to date on policies, procedures, and any new technologies or systems.Foster a culture of continuous improvement by encouraging team members to develop their skills and advance within the organization.Problem Resolution: Act quickly to resolve any issues related to field dispatch operations, including staffing shortages, service delays, or customer complaints.Proactively identify and mitigate potential issues that could disrupt the dispatch workflow or service delivery.Collaboration with Other Departments: Work closely with field service management, customer support, and operations teams to ensure alignment and coordination of efforts across departments.Collaborate with the logistics team to ensure that all equipment and resources needed for field operations are available and operational. What you will bring to the team: Education: Bachelor’s degree in Business Administration, Information Technology, Supply Chain, Sales, Accounting or related field. Advanced degree, PMP Certification is a plus. Experience: 3+ years direct people management experience.7+ years required of experience in project management, process engineering or strategy within a technology or operations environment.Previous experience in field service management for retail and hospitality is a plus. Skills: Proven ability to lead, motivate, and manage a team to meet performance goals and deliver excellent customer service.Strong decision-making abilities and problem-solving skills.Excellent written and verbal communication skills to interact with internal teams, customers, and external vendors.Ability to handle difficult conversations and resolve conflicts professionally and effectively.Exceptional organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.Strong attention to detail in coordinating schedules, resources, and personnel.A strong commitment to customer satisfaction and the ability to maintain high service levels while managing dispatch operations.Ability to analyze performance metrics, identify areas for improvement, and implement solutions.Familiarity with field service management software and other relevant tools. Compensation:Qualified candidates can expect a salary range of $85,000 - $110,000.Note: Compensation is benchmarked on local Texas area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.#LI-KS1#LI-Hybrid Zones offers a comprehensive Benefits package
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.
At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability. Zones participates in E-Verify. E-Verify is a system that compares information from an employee’s Form I-9 to federal records to confirm their eligibility to work in the United States.