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Service Center & Field Operations Manager

LVT — LiveView Technologies

LVT — LiveView Technologies

Operations
Spanish Fork, UT, USA
Posted on Saturday, April 6, 2024

Why LVT:

LVT (LiveView Technologies) is making the world a safer place, and we need your help! Based in Utah, LVT is the world's leader in physical security platforms and data. With our systems in every state and working with Fortune 500 enterprise companies, we're positioned for vast expansion in the years to come. While we were founded nearly 20 years ago, we stay true to our roots of innovation, which has led to our consistent scaling of a rate of 100% year-over-year in the last 5 years. If you are looking for a market-leading organization with untapped potential, look no further than LVT.

We’ve been very intentional about our growth and profitability, which has driven our massive growth trajectory. We need self-motivated, innovative go-getters at every level to keep up with the explosive demand. At LVT, we provide a fulfilling career that allows you to live your best life at work and at home. We provide the culture to work smart and have fun while giving you the flexibility needed for yourself and your loved ones.

If you are looking for an opportunity with leadership, ownership, and accountability, and you're excited about contributing to a high-growth company with a strong foundation where you can make an immediate impact, read on!

Role Description:

The Service Center and Field Operations Manager plays an important role within LVT’s Field Service team. LVT leverages a hybrid model (in-house & 3rd-party) service technician network to set up, service, repair, and transport our mobile surveillance units (MSUs) as we serve customers wherever they are located. In turn, this hands-on role is responsible for managing our in-house, Utah-based team tasked with servicing and repairing MSUs at our local service center as well as managing field resources that travel throughout the local service area, which includes the entire state of Utah.

Responsibilities:

  • Manage and optimize LVT’s in-house service and repair center, which includes:
    • Identify, define, and document best practices, processes, and procedures for all applicable work;
    • Focus on operational excellence;
    • Establish service and repair standards that include consistent, predictable time estimates to complete work;
    • Manage the team, ensuring they meet and exceed applicable service, repair, and performance standards;
    • Resource plan and forecast needs;
  • Create a program to export the internal best practices that we establish to our network of 3rd-party field service partners (FSPs). This includes teaching, training, and collaborating with FSPs to ensure their internal operations meet the same demanding operating and service standards established by our internal team;
  • Serve as the primary “voice of the customer,” representing the field service function by collaborating with internal LVT colleagues to ensure processes, systems, and products permit field service to achieve the best possible outcomes. Examples of this responsibility include:
    • Collaborate with LVT IT to ensure systems and processes related to managing work orders are optimized.
    • Partner with LVT technical support to ensure interactions between field resources and LVT’s technical support resources are comprehensive, helpful, professional, and productive;
    • Participate with and provide input to LVT product resources as they design systems and software that contribute to providing field service and customers with expected outcomes;
    • Provide input to LVT product engineers responsible for continuous product improvement;
  • Lead LVT’s internal Field Service team. This includes
    • Resource planning
    • Forecasting
    • Establish productivity standards
    • Performance management of the Utah field service team

Dual responsibility for managing the service center & local field service team is designed to help LVT fully understand all aspects of field service, which is helpful in training, optimizing, and managing our nationwide network of 3rd party FSPs;

  • Manage the occasional deployment of LVT expert resources for remote field service work, including:
    • Establishing criteria for sending LVT resources outside of Utah
    • Ensuring that every remote trip includes training of local 3rd party FSP resources
  • Collaborate with LVT Supply Chain to design and manage a parts distribution program that will scale to all 3rd party field service partners
  • Identify and manage key metrics (OKRs) to drive and measure team and individual performance
  • Partner with LVT’s “LED” (training & documentation team) to create, maintain, and provide training to LVT’s 3rd-party FSPs. This includes:
    • Provide subject matter expertise on all things Field Service, either directly or through team members
    • Arrange/provide initial training for LVT 3rd party field service partners
    • Create a program for ongoing field service training based on product advancements and changes

Job Requirements & Qualifications:

  • Leadership skills, including the ability to assess department needs, identify solutions, execute on applicable initiatives, and motivate team(s) to succeed together;
  • Excellent process definition and documentation skills;
  • Workflow management/process documentation (LucidChart, Jira, Asana, etc.);
  • Communications skills, including the ability to effectively communicate with internal and external resources responsible for LVT Field Service needs
  • Project management skills;
  • Proficient Microsoft Excel / Google Sheets and PowerPoint skills;
  • Ability to work independently and manage multiple projects simultaneously, prioritize tasks, and meet deadlines;
  • Highly customer-centric, with experience leading and influencing teams to provide excellent service to customers;
  • Demonstrated ability to drive performance improvement using objective criteria, metrics, and appropriate incentive programs;
  • Highest standards of accuracy and precision; strong organizational skills.
  • Dynamic and passionate with a strong teamwork mentality

Additional skills that could be helpful in this role include:

  • Experience in working with 3rd-party partners, especially in Field Service or technical services;
  • Experience managing a transactional service center (Geek Squad, computer repair, auto service, etc.) could be helpful for some aspects of this role;
  • Experience in a hardware (physical) manufacturing environment;
  • Technical experience installing security systems;
  • Experience in the security industry (security integrator, installations, security cameras and peripherals, etc.);
  • Understanding of simple electrical systems

Benefits

Flexible Time Off, Paid Holidays, 401(K), Equity, Health, Vision, Dental, Voluntary Life Insurance, Wellness Program and best of all working with awesome people - ask about that when you speak with us!

HR Policy

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All Candidates must pass a drug screening and background check upon employment. Must be authorized to work in the U.S.