Field Tech Senior Manager
Posted on Nov 5, 2020 by NTT Data
The Field Tech Senior Manager will be one of primary FS owners for a specific account. Duties include support of the successful execution of managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, and more. This role is responsible for directing all components of field service Desk Side Service Support. The manager will direct the coordination of technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades. Generally, the Field Tech Senior Manager will oversee the field support team or a team with complex field delivery scope.
As a People Leader the manager is responsible for all aspects of hiring and development of their direct reports.
Provides direct supervision to a large team of operational, production, sales, service or administrative team members, or a small staff of professional level team members
Work is guided by operational and project objectives
Sets and communicates clear expectations for work outcomes and manages performance
Manages a larger field service team and/or a supplier relationship. Regularly coaches and mentors team members.
Regularly reviews the work and performance of team members.
Supports leadership team in business process improvements.
Ensures team achieves specific performance metrics.
Sets strategy, goals, and metrics for field repair and maintenance by managing and driving deployment & sustaining field operations, including escalations and expedites to include: Program efficiency of Field Technicians, monitoring of KPIs & SLAs regarding ticket volume and performance and utilization, coordinates field technical training and service readiness for new products, sustained programs, and special projects
Develops and implements process improvements to field operations, including tool implementation
Represents field services to customers, sales and segment teams, logistics, and technical support organizations
Manages process controls and standardization
Oversees the Daily Management of Root Cause Analysis
Efficiency Monitoring and Action Plan for Program
Identifying potential risk/resolution approaches for targeted Client tasks/deployments
Leads the efforts of others in the achievement of the strategic and operational objectives of the group
Manages the hiring, staffing and maintaining of a diverse and effective workforce
Responsible for career development/planning, performance and pay discussions of team members
Accountable for the day-to-day operations of an area managing processes, programs and/or initiatives
Responsible to ensure End Users & Business Unit Program Owners receive high customer satisfaction
Responsible for monitoring the execution of SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The onsite Delivery Manager will coordinate with Client Delivery Executive(s) and Client Program Owners on Daily, Weekly, Monthly customer priorities & projects
3+ years previous IT leadership experience
5+ years prior technical/IT experience
Undergraduate degree or equivalent combination of education and work experience
IT Hardware Deployment Project Management Experience
Requires ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals.
Solid understanding of ITIL processes and principals
Excellent verbal and written communication skills
Ability to create and document processes