Analogic's Aviation Security business is seeking a driven and results-oriented
Area Manager Field Service to lead a regional Field Service organization supporting our aviation security customers. The Area Manager is responsible for the development, management, and coordination of service activities within the assigned region to achieve operational excellence, customer satisfaction, quality, revenue growth, and profitability objectives.
Preferred location is either Nashville, TN or Indianapolis, IN.This role combines strategic leadership, operational management, customer engagement, and talent development. The ideal candidate is a hands-on leader who excels at building high-performing teams, developing talent, driving continuous improvement, and delivering exceptional customer experiences in a fast-paced field service environment.
Key ResponsibilitiesLeadership & Talent Development- Lead, coach, and develop Area Supervisors, Leads, Field Service Technicians, and other service personnel within the assigned region.
- Build and maintain a high-performing team focused on customer service, accountability, safety, and operational excellence.
- Recruit, onboard, coach, mentor, and develop employees to support both individual career growth and organizational success.
- Conduct performance evaluations, provide ongoing feedback, and implement development plans to enhance team performance.
- Foster a culture of engagement, collaboration, continuous improvement, and customer focus.
Operational Excellence- Manage day-to-day field service operations across the assigned territory.
- Monitor and analyze key performance indicators to measure team effectiveness, operational efficiency, service quality, customer satisfaction, and financial performance.
- Ensure individuals and teams consistently achieve or exceed operational goals and performance metrics, including quality, reliability, productivity, efficiency, inventory management, cost control, revenue growth, and service delivery.
- Identify opportunities to improve service processes, resource utilization, and operational effectiveness.
- Develop and manage technician coverage schedules to support service levels, response times, and operational performance objectives.
- Support a 24/7 customer environment and provide occasional after-hours support for critical customer or operational issues.
Customer Experience & Business Growth- Develop and execute regional service strategies that improve customer satisfaction, productivity, profitability, and overall service performance.
- Lead the resolution of escalated customer issues and complex product challenges through a consultative and customer-focused approach.
- Build strong relationships with customers and key stakeholders through both virtual and in-person meetings, site visits, and business reviews.
- Drive a culture focused on responsiveness, integrity, teamwork, and delivering exceptional customer experiences.
- Partner with internal teams and authorized service providers to ensure consistent service delivery and customer support.
Compliance & Business Management- Ensure compliance with all regulatory, quality, legal, corporate, safety, and human resources policies and procedures.
- Manage workforce scheduling, resource planning, and service coverage within the assigned region.
- Utilize business systems and reporting tools to drive operational visibility and decision-making.
- Partner with other Area Managers and Field Service leadership to support the strategic direction and growth of the Security Service business.
Required Qualifications- Minimum of 5 years of experience in people leadership, service management, operations, or a related field.
- Proven experience leading and developing customer-facing service teams.
- Demonstrated ability to drive operational improvements and achieve business objectives through effective leadership.
- Experience utilizing ERP, CRM, and Field Service Management systems such as SAP, Salesforce, ServiceMax, or equivalent platforms.
- Strong analytical skills with the ability to interpret performance metrics and implement process improvements.
- Excellent communication, leadership, coaching, and relationship-building skills.
- Demonstrated ability to build relationships, navigate diverse customer and team dynamics, and adapt communication and leadership styles to achieve positive outcomes.
- Strong technical aptitude with the ability to understand Analogic's products, field service operations, and customer requirements.
- Ability to influence and collaborate effectively across functions and organizational levels.
- Passion for delivering exceptional customer experiences.
- Ability to travel as required within and occasionally outside the assigned region, including customer sites, airports, training locations, and corporate offices. Occasional short-notice travel and overnight stays may be required.
- Ability to obtain and maintain required airport credentials and security clearances, including SIDA badging, e-QIP requirements, and other customer or airport security screenings.
Preferred Qualifications- Previous Field Service management experience.
- Aviation Security or TSA operational experience.
- Vendor and third-party service provider management experience.
- Experience leading geographically dispersed teams.
- Technical service, capital equipment, or security industry experience.
- Associate's degree or equivalent combination of education, training, and relevant work experience.
