The Manager, Network & Field Operations role is accountable for overseeing and managing the installation, maintenance, and repairs of ShotSpotter acoustic sensors and associated networks and Field Service Technicians and external vendors.  This role is responsible for creating and maintaining an environment that is conducive to exceptional service for external and internal customers, and ensuring that ShotSpotter’s contractual obligations are met, including but not limited to: Service Level Agreements (SLAs), coordination of resources, daily activities of the team, verifying work queues and work completion, reporting, coaching and adherence to procedures and professionalism.   

Essential Duties/Responsibilities

            ·   Responsible for the prioritization, management and success of new installations, expansions, and repairs of acoustic sensors in all ShotSpotter locations. This includes allocation of human resources and equipment based on the company’s priorities. 

          ·   Work with Project Management, the Support Organization and other stakeholders to set the priorities and communicate services status and updates.

         ·     Vendor management, to include managing priorities and performance, sourcing new vendors, and evaluating the best resource for the projects. 

        ·      Monitoring and reporting applicable KPIs for the team, including cost, project duration, meeting milestone deadlines, and staff utilization. 

       ·     Ensure that staff are utilized in an optimized manner and adheres to the safety and technical guidelines and standards set forth by the department. 

      ·      Effectively manage and when possible, reduce the cost of implementation.

      ·      Responsible for the selection, training, coaching and performance management of the staff in alignment to the organizational and staff development goals.   Completion of reports and other duties as assigned.

     ·      Reconciliation of inventory, post deployment and quarterly.

     ·      Ensuring SoundThinking service SLAs are met in the defined timeframe and setting and managing vendor SLAs.

    ·      Sourcing new field service vendors and negotiating contracts (as needed) to ensure required service coverage.  

   ·      Using service data analysis, reporting, and trending, manage service and drive priority and efficiency optimizations. 

   ·     Facilitating and overseeing the creation and management of work orders, scheduling and dispatching technicians and ordering parts needed for repairs and installations. 

  ·      As needed, assisting Field Service Leads with installation and service tasks.
  ·      Ensuring availability to answer calls from FSTs repairing or installing sensors. 

  ·      Verifying equipment is operational using remote monitoring and management tools prior to the technician leaving the site. 

  ·       Providing technical direction, troubleshooting and assistance to field technicians. 

  ·      Consistently updating work orders, site, and asset records in Salesforce and ServiceMax to accurately account for work done and equipment locations. 

  ·      Maintaining accurate notes of work done and logging all work in Salesforce and ServiceMax to support service reporting, tracking and issue trending. 

  ·     If needed, working with customer and/or site owner to secure new permissions or alternate locations for lost or relocated locations – may require light travel.  

Minimum Qualifications

  ·     Ability and availability to mentor Field Service Leads and Managers. 

  ·      Strong interpersonal, communication, and motivational skills.

  ·      Highly disciplined, self-starter with minimum 4 years of experience and proven track record in leadership, field service (installation, maintenance & repair), and subcontractor management.

  ·     Excellent verbal and written communication skills. Ability to document and explain technical details in a clear and concise manner.

 ·     Strong multi- tasking ability: must be able to manage multiple tasks and projects at once, working across several time zones. 

 ·     Creative problem solving and decision-making, where quick thinking and working under pressure are required.

 ·    Enjoy working in a fast-paced, fluid, team environment where the stakes are high and impact of your work on business results is substantial. 

 ·    Expert knowledge of Salesforce and ServiceMax highly desired. Experience with Jira, Confluence, Visio and MS Office suite (Excel, Word, PowerPoint, Lync/Skype and Outlook) highly desirable.

 ·   Ability to develop service reports, trend analysis and KPIs using Salesforce, ServiceMax and/or MS Excel.

 ·   Lean Six Sigma (or comparable) training or certification highly desirable.

 ·   Knowledge of building construction and electrical wiring is highly desirable. Experience working with electric and lighting utilities and applicable standards highly desirable.

 ·   A minimum of 2 years of management or supervisory experience required.

 ·   Strong planning, risk assessment, and contingency planning skills are a must for this role in order to be successful.

Please note:

 ·    Ability to lift 50 pounds, limited travel approximately 4-6 weeks per year; occasional work on Saturday and Sunday will be needed.  Work hours will be determined as repairs and installations are scheduled.  Flexible availability is required, and a good sense of humor.  

Note:  The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking

at +1.510.794.3183 or careers@soundthinking.com for assistance.

The above salary range is based on a good faith estimate made at the time of publication and may be modified in the future.  The pay offered to a candidate may vary within this range depending on factors such as education, experience, and geographic location.