With 25 years of experience in the IT, telecom, and field service industries, and a commitment to leading a successful team, Director of Marketplace Provider Operations, Jeff Novotny, plays a critical role at Field Nation. Since joining the team in 2022, Jeff has led several initiatives to ensure technicians who use Field Nation have the knowledge and resources they need to provide customers with top-tier service. In this Faces of Field Nation feature, we dive into the professional experiences that have prepared him for his current role.

How has your professional experience prepared you for your current role?

I have approximately 25 years of experience in the field service industry. My career began managing telecommunication field teams in regional offices. Subsequently, I managed multiple field teams, as well as a telecom engineering group charged with equipment and cabling solution designs. I then chose to broaden my technology knowledge, becoming a first-line manager for IT field services. 

The IT field industry introduced me to projects and services for various solutions including desktops, laptops, points of sale, printers, networking equipment, and more. I spent 17 years at CompuCom, an IT managed service provider, where I held various roles including program management, project management, business systems, and field services. I eventually became the Vice President of Customer Field Services, where I led an operation of about 3,000 field dispatch, onsite service, and delivery center associates across the U.S., Canada, India, and Mexico.

How did you find your way to Field Nation?

A former colleague introduced me to Field Nation. At the time, Field Nation was developing a Marketplace Provider team, focusing on enhancing the provider experience, and my experience in field service seemed like a great fit. During my conversations with leadership, I found myself drawn to the company’s culture. I also enjoy challenges, and Field Nation was in the process of building something new and exciting. The idea of positively elevating provider experiences in the marketplace was very intriguing. After several conversations, I decided to transition jobs and broaden my career by joining the team.

How would you describe a typical day in your role?

Every day is different, but what remains consistent is the focus on problem-solving, leveraging new ideas, and teamwork. Most days I assist with sales, buyer, or product support by detailing provider network capabilities and identifying provider requirements by technology use cases. I also assist in developing provider network growth plans and provider product experience enhancements. Field Nation’s dynamic environment keeps me engaged, and I especially appreciate how we’re creating job opportunities for people across the US while helping buyers meet their needs.

What are the qualities of a good leader?

An important element to me is being honest when looking in the mirror. Knowing your own strengths and weaknesses is essential when leading a team. Recognizing the strengths and weaknesses within the team allows you to leverage your team against your own weaknesses, and vice versa to complement the team’s needs. Doing this helps set the stage for being a “servant leader,” which is a significant part of my philosophy—I enjoy helping others achieve their goals. Teamwork and collaboration are essential for reaching objectives quickly and effectively.

What’s one piece of advice you would give technicians? 

Technology never stops evolving, and staying ahead of the curve is crucial. Continuing education, maintaining the required licenses, keeping industry and OEM certifications up-to-date, and networking with others to share or learn best practice techniques are all essential steps technicians should take to ensure quality, get more work, and grow their business.

What are your hobbies and interests outside of work?

My family is a significant part of my life, and we enjoy spending time together. We’re a baseball-loving family, with my sons actively playing the sport. We also cherish family trips and visiting my daughter at college.

Jeff’s leadership philosophy, commitment to teamwork, and focus on problem-solving make him a critical member of the Field Nation team. His contributions and passion for technician success help keep Field Nation the #1 labor marketplace for IT. Ready to start building your on-demand workforce? Contact us today!