Field Services Manager

Manager, Director, IT, Wireless, Applications, ATM, Networking, Windows, DCE
Full Time
Work from home not available Travel not required

Job Description

GTL is currently seeking a Field Services Manager to join our team. The position will report to the Director Field Services, Western Region and will supervise GTL internal teams and GTL vendor dedicated and non-dedicated site technician employees. The position will be based at the GTL office located in Glendale, CA.

The selected candidate will be team oriented, able to work on multiple projects simultaneously, and have excellent communication skills all while providing both internal and external customers with the highest possible level of customer service and contract management to ensure we meet our goals in a timely and cost-effective manner.

Responsibilities :

  • Serve as primary organizational contact responsible for coordinating contractual compliance efforts across internal teams and business units to ensure adequate resources are available for issue resolution
  • Serve as the customer's product subject matter expert, as well as oversee deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, Visitation Units, Tablets/Inspire, Wireless Applications, Kiosks/Payment services, operating systems, hardware, software, and peripherals
  • Serve as the company's liaison with customer, assuring the customer receives GTL's superior customer experience
  • Create and distribute reports identifying any correspondence that the customer has communicated, and any item/items the customer has identified as outstanding
  • Independently identify and define non-compliant items, collect accurate and relevant data, establish factual basis of data, and identify possible solutions and recommendations to a wide array of projects and opportunities
  • Support the communications, oversight, and management of all out of service events directly through Technical Support (TS) using corporate standard processes and procedures
  • Enforce RMA policies and manage the processes being performed by all technicians supporting the territory
  • Travel as needed; up to 50% of the time


  • A minimum of 5 years of experience in a related customer facing product support role
  • Must have experience leading/managing teams
  • Bachelor's degree preferred
  • Proven record providing and managing a superior customer service experience
  • Ability to Multi-task, meet deadlines, adjust to changing priorities, and at times work under pressure
  • Familiarity with technologies currently deployed at assigned customer sites; including but not limited to telephone systems, video visitation systems and products, wireless communications products; kiosk/ATM or related systems
  • Ability to accurately read, analyze, interpret, and apply management and corporate direction using general business concepts and methodologies
  • Telephony and Networking knowledge and experience is highly desired
  • Exceptional verbal and written communications skills in English is required, the ability to communicate in Spanish, both verbally and in written form, is highly desired
  • Willing and able to work in a secured correctional environment with direct access to offenders, staff, and families
  • Proficient in both Windows 7/8/10 operating software and Microsoft Office; ability to learn and become proficient in other software programs as required
  • Ability and willingness to travel 50% of the time
  • Valid driver license and acceptable driving record and dependable transportation is required
  • Pass security background check and other checks administered by GTL and assigned facilities

GTL, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. GTL leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.

GTL is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Dice Id : RTX1c38f5
Position Id : 1376
Originally Posted : 2 months ago
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