Field Services Manager

Responsible for overseeing asset maintenance of single or multiple transit agency customer. Manages all service-related functions including equipment installation, maintenance, repair, testing, and logistics, ensuring adherence to quality and security standards. Leads a team supporting fare collection devices and coordinates service delivery from internal teams and subcontractors. Accountable for team development, performance management, customer satisfaction, issue resolution, safety, and reporting. Strategically plans and directs the local Field Services organization in a way that is forward-thinking and aligned to company strategy, policies, procedures, and ethical standards. Exercises significant decision-making authority in daily operations.

Essential Job Duties and Responsibilities:

• Ensures adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), proactively identifying and reporting early indicators that may impact performance.
• Determines staffing, scheduling, and resource needs to optimize field service operations and drive operational efficiency.
• Champions coaching and employee development initiatives to cultivate motivation, strengthen engagement, and promote high-performance outcomes across teams.
• Establishes and evaluates productivity goals, identifies performance gaps, and proactively implements solutions to address areas of concern and improve individual and team performance.
• Leads the collection and analysis of data using a variety of tools such as ServiceNow, to drive strategic decision-making, and deliver fulfillment of customer requirements and engineering enhancements to fielded hardware and software.
• Engages with customers to address service inquiries and resolve concerns with empathy and urgency, ensuring a responsive and positive experience through proactive problem-solving.
• Manages first-line preventative and corrective maintenance, installation, decommissioning, testing, and inventory control for all fare collection devices within the regional transit system. Develops and implements maintenance documentation and plans to ensure operational reliability and compliance.
• Coordinates service delivery from internal teams and subcontractors, including cash collection and consumables replenishment.
• Oversees quality assurance, safety management, reporting, and administrative duties.

Minimum Job Requirements:

• Minimum of 12 years of relevant experience with a Bachelor's degree, 8 years with a Master's, or 5 years with a PhD. Equivalent experience may be considered in lieu of a degree.
• Extensive experience in equipment maintenance/repair and subcontractor management preferred.
• Strong leadership and interpersonal skills with the highest standards of ethics and integrity.
• Ability to prioritize, multi-task, and work under strict deadlines.
• Effective verbal and written communication skills.
• Proficiency in MS Office, especially Word and Excel.
• Familiarity with quality control, inventory management, safety protocols, MRP systems, and contractual compliance.
• Willingness to travel domestically and internationally as needed.
• Must be willing and able to workmultiple shifts, includingevenings, weekends, and holidays, as needed.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

Cubic Pay Range:

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.