Field Service Manager - Onsite in Walnut Creek, CA
About The Position
The Field Service Manager is the single point of contact for all client-specific Desktop Services’ discovery, transition, and enhancement requirements. This role acts as a Field Service expert, answering business and outside partner questions and pursuing/following up with answers when they cannot be initially provided. The Field Service Manager will effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers. The role involves working with distributed teams, with ample opportunities to learn from and mentor teammates in a fast-paced environment. The Field Service Manager will play a key role in the future of Field Service Products by working closely with product management and other stakeholders to aid solution development, leveraging the latest technologies to solve complex problems facing the health care industry.
Requirements
- Technical degree or equivalent experience
- 8+ years of relevant professional work experience
- 6+ years of experience delivering Desktop Support services against the committed service quality and SLAs
- 5+ years of Desktop Support experience and relevant duties
- Experience maturing and enhancing Desktop support
- Experience implementing and supporting projects and the pool of hours approved
- Experience implementing and managing hardware procurement
- Understanding of Incident, Problem, and Change Management and/or ITIL Framework
- Demonstrated solid verbal and written communications skills
- Demonstrated ability to manage multiple high-priority tasks with tact and professionalism
- Demonstrated ability to communicate effectively, regardless of the audience or multiple competing priorities
- Ability to work onsite in Walnut Creek, CA 5 days per week
Nice To Haves
- ITIL certification
- Experience with large product integrations and performance enhancements
- Experience working with senior leaders and commercial clients in a clinical/hospital environment
- Proven excellent customer service skills
- Proven self-directed/self-motivated individual
Responsibilities
- Accurately, quickly, and efficiently work with client partners to enhance service offering
- Stays up to date with IT technology issues, trends and developments and communicates back to management and departments both issues and opportunities, and assists in developing and improving procedures, standards, and best practices
- Mentor others in areas of expertise, including current technologies, systems, business practices, and standards
- Scope project requirements and resource hours
- Provide feedback on technical documentation for publication
Benefits
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
