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Field Service Manager in Atlanta, GA

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Bank of America Merchant Services

Base Salary: Yes (amount not posted)
Total Comp: Not Listed
Industry: Financial
Benefits: Yes
Customers: Small
Car Allowance: No
Sales Cycle: salesCycle
Travel: Overnight/Large Territory
Georgia:, Atlanta


Feb 03, 2016
Bank of America Merchant Services, a joint venture between First Data and Bank of America, provides payment solutions by combining the technology and innovative products of First Data with the relationship strength and prominent global brand of Bank of America. Bank of America Merchant Services delivers payments, commerce, security and advice through more than 100 products and services to merchants of all sizes. In fact, Bank of America Merchant Services is the number one-rated electronic payments processor in the industry with more than 300,000 active merchants processing more than 13.5 billion transactions annually.

Bank of America Merchant Services is looking for a Field Service Manager. The purpose of the Field Service Manager position is to provide day to day leadership to the technical support team. Serves as a player-coach in the face to face client support for the installation, training and activation of the merchant services hardware and software. The installation of the product includes setting up the hardware (router and wiring), setting up the product software, and loading free or purchased product applications for the client. This role ensures the technical support team provides effective product training to the client management and staff during product installation.

Manage all aspects of field installation program
Provides day to day leadership as a player-coach to the team
Hires, trains and coach team to meet or exceed performance standards
Sets, measures, and inspects goals assigned to team members
May provide on-site installation and training of merchant services system which may require bending, stooping reaching, climbing and carrying weight up to 30 pounds
Must possess technical leadership background to include troubleshooting
Use problem-solving and people skills to work to swift resolution of client and company needs
Deliver world class customer experience
Ability to clearly communicate product use to technical support team and client group

Minimum Qualifications
3+ years of management experience leading a remote, field, technical support team
3+ years of proven client facing field service experience in a technical environment

Preferred Skills
Point of Sale installation leadership experience
College degree, vocational technician or military experience in electro-mechanical field strongly preferred
Technical aptitude and curiosity to learn more
Technical certifications a plus (CNCI, CNE, MSCE, etc.)
Training background desired
Strong attention to detail
Strong oral and written communication skills
Experience preferably in Merchant, Bankcard or Financial Services or experience with sales support in another industry
Demonstrated customer service skills
Ability to troubleshoot technical equipment and applications
Strong personal skills with the ability to problem-solve
Strong organizational skills
Ability to be flexible with work schedule
Overnight travel is an expectation of this role