IT Regional Field Services Manager - US & Canada

Job Description:

The IT Regional Field Services Manager will be responsible for overseeing the IT FSS operations, ensuring the delivery of high-quality technical support services to our clients and internal teams across their region. This role involves managing a team of IT FSS specialists, coordinating with other departments, and implementing best practices to enhance the efficiency and effectiveness of IT support services. This includes production areas, distribution areas, sales offices, and HQ offices.

Essential Duties:

• Manage and guide IT FSS specialists, including training and performance reviews
• Mentor and support colleagues, fostering team development
• Resolve hardware/software issues and client inquiries
• Assist with upgrades, application support, and infrastructure projects
• Provide proactive solutions and maintain professionalism under pressure
• Ensure high customer satisfaction through strong relationships and prompt responses
• Communicate updates and resolutions clearly via various channels
• Improve IT FSS processes and maintain detailed documentation and knowledge base articles
• Handle sensitive information with confidentiality
• Work with internal departments and external IT partners to ensure seamless support
• Act as a liaison and technical advisor across teams
• Prepare performance reports and ensure policy/regulatory compliance
• Participate in budgeting and make hardware/software recommendations
• Contribute to regional projects and meetings
• Balance multiple priorities effectively

Core Competencies:

• Sense of Urgency: Must understand and direct the team to address issues by the required SLA timeline. There are times where critical business functions depend on IT products and services working as soon as possible.

• Communication: Excellent verbal and written communication skills to effectively interact with clients, team members, direct reports, and external partners. There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion.
• Customer Focus: A strong commitment to providing exceptional customer service. The IT Field Services Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business.
• Collaboration: Ability to work collaboratively with cross-functional teams and external partners. The IT team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to get the team to work as one group.
• Soft Skills: The ability to engage customers verbally in a professional manner.
• Initiative-taker: The ability to be sufficiently motivated or ambitious to start a new task or project independently.
• Time Management: Strong organizational skills to manage time effectively and meet deadlines.
• Leadership: Strong leadership abilities to inspire and motivate the IT FSS team.
• Problem-Solving: Ability to analyze complex issues and develop effective solutions.
• Adaptability: Flexibility to adapt to changing priorities and manage multiple tasks simultaneously.

Language Ability:

• Fluent in English.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, reference materials and procedure manuals.
• Ability to write reports and correspondence.
• Ability to speak effectively before groups.
   

Personal Trait Profile:

• Self-sufficient
• Enthusiastic
• Team orientation (knows when to lead and when to follow)
• Lives the “continuous improvement” philosophy and can drive change successfully.
• Logical and creative thinker
• Poised, strong personal impact.
• Confident
• Ability to influence others – credible.
• Ability to articulate the EBS philosophy.
• Facilitation skills

Job Requirements:

Qualifications:

• Bachelor’s degree or associate degree with 5+ years of relevant work experience
• 2+ years of management experience, leading teams
• Must reside within a commutable distance to Brea, CA. This is a full-time position, remote or hybrid is not an option.
• Must be able to travel occasionally to
• Flexibility to work across different time zones as needed.

Preferred Skills:

• Strong leadership, communication, and problem-solving skills. Proficiency in IT support tools and technologies.
• Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) are a plus.
• Ability to troubleshoot and correct a wide array of IT enterprise user problems.
•  Ability to receive and utilize training proficiently to implement in the work environment.

Additionally:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• To perform this job successfully, an individual should have knowledge of troubleshooting a PC environment, Internet software, spreadsheet and word processing software, operating systems, advanced knowledge of computers, networking, and peripheral hardware.
• Certificates, Licenses, Registrations: Desirable but not required MCSE, A+, Network +, CCNA.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is frequently required to sit. The employee is frequently required to walk. The employee is occasionally required to lift up to 50 pounds / 23 KG.

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$86,000 - $129,000

Operating Company:

Corporate

Envista is a global leader in the dental industry, uniting more than 30 trusted brands—including DEXIS, Kerr, Nobel Biocare, and Ormco—under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: Nobel Biocare introduced the first dental implant, Ormco is a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years. Our high-performing culture is underpinned by our CIRCLe Values and the Envista Business System. Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care—today and for the future. Learn more at http://envistaco.com.

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.