Field Service Manager, California

About Flock Safety

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded.

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

Flock Safety is currently searching for an experienced Field Service Manager for our Field Operations. This position will require living in the state of California. Reporting to the Senior Director National Field Service, the Field Service Manager will be responsible for the speed, quality and consistency of installations and maintenance of a distributed fleet of equipment to solve crime. They will manage a team of field technicians, working cross functionally with both internal and external stakeholders to minimize the time that it takes for customers to see value from Flock, maximize the potential for solving crime through highly performant hardware, and maintain a world-class customer experience throughout the process.

Responsibilities

• Manage a team of technicians, electricians, and contractors to complete all warranty repairs and service requests within the service level and cost
• Provide first and second-level troubleshooting for all service requests
• Coordinate field activities to service sites, either by internal resources or contractors
• Ownership of customer relationships for service provided
• Provide product and service training to customers
• Management of service appointments and work orders
• Communicate opportunities and recommendations for modification or improvements to processes to assure optimum efficiency of the company assets
• Perform any other duties as assigned

The Skillset

• Experience leading and building teams
• Elevate the performance of the field team by providing feedback and plans for improvement
• Ability to lead and present updates in front of large groups
• Strong home construction or residential electrical knowledge
• Responsible for coordinating training plans for all new employees
• Excellent judgment in customer relations and managing company resources
• Strong written and communication skills in order to communicate with all levels of management
• Ability to travel overnight up to 50% of the time
• Extensive customer service skills
• Detail-oriented with the ability to multitask
• Ensure that established safety compliance policies are followed
• Ability to work under pressure with strict time deadlines
• Strong problem-solving skills
• Ability to view and compile data for process improvement
• Effectively address and resolve operational issues, identify potential challenges and implement corrective measures
• Ability to work as a team

Job Details

• Salary: $105K - $150K
• Location Type: Remote
• Employment Type: FullTime