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Director of Field Service
In 2005, Verified Identity Pass, Inc. launched Clear, the fast pass for airport security.  Now in our third year of operation, Clear has received rave reviews from members for our ground-breaking service and attention to customers.

 

To support our expansion, we are seeking a Director of Field Service who will ensure that our nationwide operations are maintained to rigorous program standards. The Director of Field Service will have responsibility for designing, developing, and implementing a new, national field service organization. Areas of direct responsibility include field maintenance training and operations, process improvement, preventative maintenance program, communications and supporting IT infrastructure.  In addition, the Director of Field Service will play a key role managing subcontractors and supporting local operations managers.
 
This is a unique opportunity in a high-profile industry.  The ideal candidate will be a hands-on manager who shares our obsessive attention to detail and will ensure best-practice in deployment and maintenance of equipment, systems and physical installations. The ideal candidate will be able to demonstrate experience designing, building and running a field service organization with an emphasis on providing software and hardware support for Internet and Windows-based systems.

 

RESPONSIBILTIES INCLUDE:

  • Design and build a new, nationwide field service organization
  • Manage day to day operations of maintenance organization including budgets, staffing, etc.
  • Manage all maintenance and upgrades for in-airport and mobile operations
  • Manage equipment and software lifecycle and configuration (kiosks, laptops, infrastructure, fixtures/furnishings, etc)
  • Implement preventative maintenance programs for kiosk software and hardware, furnishings, fixtures and equipment
  • Manage IT and communications infrastructure for all field installations
  • Work with systems engineering to manage, track and report on the rollout of new software upgrades/maintenance
  • Provide input and assist in the evolution of the organization and structure to achieve operational efficiencies and cost savings
  • Manage field maintenance subcontractors  
  • Ensure service level agreements and contractual obligations are met and monitored.
  • Develop, implement, and maintain policies, procedures, and training plans for the maintenance organization.
  • Develop and implement improvements in process and technology
  • Manage activities utilizing service level agreements, management reporting and process control tools
  • Develop a process improvement plan utilizing feedback and input from end users and key stakeholders extending beyond field service to software/hardware enhancement to reduce downtime
  • Participate in the business planning process for the company

 

EDUCATION / TRAINING / SKILLS / EXPERIENCE REQUIRED

  • 7-10 years of related experience in leadership roles
  • Experience building, training and managing a maintenance organization
  • Bachelors or graduate degree in engineering, technology or a related field
  • Ability to thrive in a fast-paced environment and successfully manage multiple priorities and projects with critical deadlines
  • Experience managing subcontractors
  • Experience maintaining geographically distributed installations
  • Experience with management of kiosk maintenance a plus
  • Experience with project and maintenance management software a plus
  • Highly organized
  • Excellent communications skills

 

The position will require some travel. Our office is located in New York. The opportunity is open for an immediate hire. To apply, please send a cover letter and your resume as an attachment to: careers@verifiedidpass.com and include “Director of Field Service” in the subject line.