Sr Manager Field Services Support

RaceTrac Company Overview

Job Description:

The Senior Manager of Field Services Support is responsible for leading the day-to-day operations of the organization’s 24/7/365 Facilities Support team, including the full work order management process and related support functions. This role leads Field Services Support Managers, Field Services Support Specialists, and the Vendor Management Specialist to ensure the team has the direction, tools, processes, and resources needed to deliver efficient, customer-focused support to field operations. The Senior Manager establishes strategic goals, defines performance measures, drives continuous improvement, and identifies root causes to resolve operational challenges rather than addressing only surface-level symptoms. Up to 20% travel required.

Responsibilities:

• Manages the maintenance support to store operations and ensures exceptional customer service to all field personnel, while maximizing efficiency.
• Owns the area of responsibility by thinking strategically, anticipating operational needs, and aligning team priorities with long-term business objectives.
• Oversees staff development, workflow development/modifications, and integration with internal and external stakeholders.
• Defines, develops, monitors, and communicates performance for all critical functions such as call monitoring, open logs, phone fixes, invoices, and other maintenance data to all levels of management; provides solutions to enhance operational performance.
• Monitors and improves key performance indicators (KPIs) related to field services support operations, analyzing data to measure performance, identify trends, and make data-driven decisions.
• Leads, mentors, and develops the Field Services Support teams and develops and implements training programs to ensure staff is performing at the optimal level.
• Assesses current processes and procedures and designs innovative methods to enhance customer service practices and create a more efficient operational team.
• Provides information to internal departments through various reports and presentations as requested.
• Identifies areas for technical improvement and coordinates with vendors, field support, Operations, and focus groups to implement the most effective solutions.
• Serves as the main point of contact for all escalated issues.
• Maintains basic knowledge of and ensures compliance with government and organizational requirements, policies, and regulations.
• Regularly assess vendor performance against defined KPIs and SLAs, ensuring adherence to contractual obligations.
• Establish performance scorecards to track vendor metrics.
• Maintain open, transparent communication channels with vendors to ensure understanding of performance expectations and resolve performance issues promptly.
• Develop and implement a structured vendor performance review process, including quarterly business reviews (QBRs) or performance improvement meetings.
• Collaborate with vendors to identify areas for process optimization and cost reduction.

Qualifications:

• Ability to assume responsibility for 24 hours/7-day operation required.
• Bachelor’s degree from an accredited college or university; a degree in Business, Information Technology, or related field preferred; Degree or course work in a graduate level program a plus.
• 7+ years’ experience in a Help Desk environment or related field preferred
• 5+ years in a managerial position preferred.
• Proven experience in Project/Program Management preferred.
• Proven experience in a change management role preferred.
• Proven ability to utilize metrics; able to produce quantifiable results for an organization preferred.
• Expert knowledge of Helpdesk Industry best practices preferred.
• C-Store or other retail experience preferred.
• Knowledge of PC, network, hardware, and software installation and configuration preferred.
• Proficient in Microsoft Office Suite preferred.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.