Field Tech Manager

Job Duties:

• Manages a staff of professional-level team members or manages a team through lower-level supervisors.
• Works within general policies and management guidance, independently determining approach to managing daily operations.
• Provides guidance and technical advice to field teams, becoming actively involved as necessary.
• Supports service level improvement and management of field service teams and suppliers.
• Resolves escalations to maintain strong client experience levels.
• Design strategies to ensure that all day-to-day services have been controlled and that all the clients' needs are met
• Receives feedback from the customers and reports it to the client delivery executive.  Providing details regarding whether the clients’ expectations have been met or not.
• Ensures that all the client’s issues have been addressed in a timely manner and that all the issues have been resolved.
• Oversees all field technicians and regional leads
• Responsible for ensuring that performance is measured and monitored daily to ensure staffing is right sized
• Responsible for ensuring that SLAs are met in their area of responsibility.

 

Basic Qualifications:

• 6 years of experience as a Field Services Manager supporting multiple client sites
• 8 years Desktop Engineering Support experience
• 4 years of experience supporting Public Sector accounts.
• Undergraduate degree or equivalent combination of education and work experience.
• ITIL v3 Foundations certifications
• Undergraduate degree or equivalent combination of education and work experience
• Must be willing to travel as business needs dictate.
• Must be a US Citizen or Green Card Holder.

 

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