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Field Partner Manager

Company: Icon Identity Solutions
Location: Mentor
Posted on: June 6, 2021

Job Description:


Job Summary: The Field Partner Manager is an internal customer service provider that liaises between Stratus' existing Field Partners (subcontractors) and Stratus employees within a designated geographic territory. The Field Partner Manager is responsible for all aspects of the Field Partner relationship, including performance training and coaching, compliance verification, and dispute resolution. Ensure contract and governmental compliance for the entire Field Partner network including specialized certifications and/or licensures.

Our Exceptional Benefits Plan Includes:

  • Supportive & Friendly Culture
  • Manage national accounts for Fortune 500 companies
  • Medical, Dental, Vision coverage options
  • Flexible Spending & Health Savings Accounts
  • Wellness Screenings
  • Life Insurance
  • 401k
  • Short/Long Term Disability
  • Generous Paid Time Off program
  • Career Growth Opportunities and Career Mapping
  • Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program (Non-Union employees), and Various employee discount offerings from our Vendors

Summary: Stratus is one of the nation's largest brand implementation companies. We are made up of 700+ employees nationwide who roll up their sleeves, dive into the details and bring our clients' brands to life! We deliver versatile solutions for some of the nation's largest and most recognized brands. From signage to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.


  • Manage all aspects of the Field Partner relationship not limited to:
  • Essentially act as the account manager for the existing and newly on boarded Field partners
  • Conduct periodic performance reviews based on goals established by the department and need
  • Identify and analyze escalation trends and Educate Field Partners on pertinent policies and procedures to ensure that their performance meets Stratus's expectations
  • Communicate internal improvement opportunities and monitor progress as necessary
  • Terminate Field Partner relationships as necessary and collaborate with the Strategic Field Partner Team to ensure there are Field Partners to perform in specific MMAs
  • Negotiating with existing Field Partner network as necessary
  • Work with FP to determine if there is a need and a desire to expand existing services within their territory and beyond for existing and new scopes of work
  • Collaborate with Quality Assurance Manager and Strategic Field Partner Team to analyze and review actual vs target costs

  • Expand and maintain the Preferred Field Partner network for all lines of business in defined Major Metropolitan Area (MMAs) based on enterprise goals
  • Partner with department leaders and provide a high level of customer service related to the current and future
  • Work independently to manage and complete a queue of tasks generated by various business units within Stratus
  • Prioritize tasks based on urgency/expected SLA
  • Provide continuous communication to your internal customers
  • Resolve tasks within SLAs set forth by the department Manager/Director

  • Use critical thinking, creative problem solving, and negotiation skills to resolve Field Partner performance issues and disputes in a manner that is fair and equitable to all involved parties. Such interventions might include:
  • Job-related performance and communication issues, including workmanship or work delays
  • Issues obtaining paperwork or other documentation
  • Disputing invoices that exceed the limit of Stratus Purchase Order
  • Customer concerns or dissatisfaction

  • Perform routine vendor management tasks, including the following:
  • Collecting vendor paperwork
  • Updating vendor records
  • Onboarding and training

  • Partner with internal customers to resolve escalated Field Partner discrepancies and disputes
  • Onboard and/or qualify Field Partners for all Stratus product offerings
  • Establish and maintain relationships with Field Partners in all areas within your designated geographic territory
  • Other assignments at discretion of the Team Lead or department Director


  • Skills
  • Decisiveness and confidence
  • Ability to handle a high volume of urgent tasks simultaneously
  • Meticulous organization skills
  • A strong sense of customer service
  • Highly driven and self-motivated
  • A strong sense of ownership toward his or her work and toward the company as a whole
  • Ability to act as a mediator and defuse contentious situations
  • Ability to maintain a calm and positive demeanor, even when contacting people with difficult personalities
  • A firm ethical foundation and a strong sense of fairness
  • Adaptability to interact appropriately with various people and situations
  • Ability to analyze data and trends of current performance and create appropriate corrective action plans
  • Keen mechanical / technical aptitude
  • Strongly oriented toward policy and procedure
  • Mature, polished, and professional communication skills, whether in person, on the phone, or via email
  • Ability to work independently and ask for guidance when needed
  • Moderate software aptitude
  • Able to quickly learn new programs
  • Intermediate skills with Microsoft Outlook, Excel, Word, and PowerPoint
  • Typing 50+ words per minute
  • Education, experience, certifications
  • Bachelor's Degree in Business Administration or a related field is preferred
  • 4+ years' experience in a relatable industry is preferred
  • Any experience working in one of the following environments is a plus:
  • The illuminated signage industry
  • The exterior lighting industry
  • General or electrical contracting
  • Any job which involves daily interaction with subcontractors
  • Account management
  • Project management
  • Problem/dispute resolution (including a "customer complaint" department)
  • A background in corrective action or quality control is a plus
  • Physical and mental demands
  • Ability to work in a strict deadline driven environment
  • Ability to have a large number of jobs "open" at any given time
  • Working Conditions
  • Prolonged hours in front of computer
  • Travel up to 5 weeks per year
  • May be required to work outside of regularly scheduled hours as business needs arise.


Keywords: Icon Identity Solutions, Mentor , Field Partner Manager, Other , Mentor, Ohio

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