Steven Morgan
Germantown,TN
Summary
Results-driven Field Service Manager with two years of experience in operational turnarounds within fast-growing markets. Expertise in team performance enhancement, budget management, and strategic task delegation, resulting in a team size increase of 100% and a ranking improvement from bottom to top third within one year. Skilled in fostering accountability and transparent communication to drive rapid improvements in performance metrics.
Overview
17
17
years of professional experience
Work History
Field Service Manager
Vivint
02.2024 - Current
- Led field service teams to enhance customer satisfaction through timely and effective technical support.
- Implemented training programs that improved technician performance and service delivery efficiency.
- Developed service strategies that aligned with company goals, driving operational excellence across multiple regions.
- Oversaw inventory management processes, ensuring accurate tracking of parts and minimizing downtime for clients.
- Analyzed service reports to identify trends, facilitating continuous improvement in field operations and response times.
- Conducted performance evaluations, providing mentorship and guidance to junior technicians for skill development.
- Established key performance indicators (KPIs) to monitor service quality and drive accountability within the team.
- Led team of up to 20+ service technicians in field activities.
- Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
- Ensured compliance with all regulatory requirements, maintaining up-to-date knowledge of industry standards and changes in legislation.
- Led team in achieving revenue targets through upselling services and expanding client base.
Field Service Technician
Vivint
06.2021 - 01.2024
- Enhanced customer satisfaction by diagnosing and repairing security systems effectively.
- Increased equipment reliability through routine maintenance, extending overall service life.
- Streamlined installation processes by collaborating with cross-functional teams for improved efficiency.
- Developed junior technicians' skills in installation and troubleshooting through hands-on training.
Custom Framer
Moseley Construction
11.2010 - 06.2021
- Enhanced team performance by setting a clear vision and providing leadership.
- Resolved customer complaints swiftly, adapting policies to meet evolving needs.
- Coached employees effectively, improving performance through constructive feedback and guidance.
- Managed schedules to ensure adequate coverage and meet customer service demands.
- Analyzed employee strengths, assigning tasks based on their skills and training.
- Adapted management strategies to individual work styles, enhancing team dynamics.
Avionics Technician
United States Navy
07.2008 - 11.2010
- Enhanced aircraft system reliability through effective diagnostics and resolution planning.
- Executed preventative maintenance on aircraft electronics and computer systems reliably.
- Conducted comprehensive inspections of electrical components to ensure operational integrity.
- Tested aircraft electrical systems for compliance and identified malfunctions efficiently.
- Performed scheduled inspections to maintain aircraft flight readiness and safety standards.
- Delivered high-accuracy services to optimize electrical system performance and reliability.
Education
Master of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO12-2026
Bachelor of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO07.2019
Skills
- Took leadership of an underperforming field service team and executed a comprehensive turnaround strategy focused on accountability, training, and performance clarity
- Improved team performance from the bottom of company-wide metrics to the top third in under one year through process optimization, coaching, and data-driven decision-making
- Doubled team headcount within twelve months while maintaining quality, efficiency, and adherence to company standards
- Built structured onboarding and training plans to rapidly integrate new hires and align them with performance expectations
- Assigned tasks and responsibilities based on individual strengths, experience levels, and development opportunities, maximizing productivity and engagement
- Implemented performance tracking and regular feedback loops to identify gaps early and course-correct quickly
- Managed and maintained a departmental budget with a focus on improving morale, retention, and team culture while remaining cost-effective
- Introduced morale-boosting initiatives and recognition programs tied to performance and team goals
- Effectively communicated operational and organizational changes in a constantly evolving company environment, ensuring clarity, buy-in, and consistent execution
- Clearly articulated the reasons behind changes, outlining expectations and specific actions required for the team to remain effective and efficient
- Acted as a liaison between leadership and field teams, translating strategic objectives into actionable plans
- Team Turnaround & Performance Improvement
- Rapid Team Growth & Scaling Operations
- Strength-Based Task Assignment
- Budget Management & Resource Allocation
- Change Management & Communication
- Coaching, Training & Development
- Performance Metrics & KPI Improvement
- Morale, Engagement & Retention Strategies
- Cross-Functional Communication
Timeline
Field Service Manager
Vivint
02.2024 - Current
Field Service Technician
Vivint
06.2021 - 01.2024
Custom Framer
Moseley Construction
11.2010 - 06.2021
Avionics Technician
United States Navy
07.2008 - 11.2010
Master of Science - Criminal Justice
Colorado Technical University
Bachelor of Science - Criminal Justice
Colorado Technical University