Field Services Engineer

BizTech Fusion • Muskegon, MI

6h • Onsite

About The Position

This is a full-time Field Services Engineer position requiring 4-8 years of experience. The role involves managing day-to-day operations for onsite support services, including ticket management, KPIs, escalations, IMAC (Install, Move, Add, Change), break fixes, and dispatch support. Responsibilities also include asset delivery (DaaS - Device as a Service) across hub, spoke, and dispatch sites, vendor management, meeting room support, customer communication, printer support, OT (Operational Technology) support, and factory PCS (Personal Computer System) support. The role requires managing team and customer requests with a focus on priority. The ideal candidate will have excellent customer handling skills, governance, operational leadership, and the ability to manage escalations at a regional level. Proactive issue identification and resolution, decision-making capabilities, team mentoring, and driving continuous improvement are also key aspects of this role.

Requirements

• Field service support experience under manufacturing domain
• ITIL knowledge
• SLA (Service Level Agreement) understanding
• Incident management experience
• IMAC experience
• Smart hands support experience
• Network support experience
• Servers support experience
• OT security experience
• ServiceNow ticketing tool experience
• Asset management experience
• Stock management experience
• Audit experience
• Escalation management experience
• Meeting room support experience
• Excellent customer communication skills
• Team management skills (good to have)
• Ops lead role for EUC (End-User Computing) role

Nice To Haves

• Team management skill
• Ops lead role for EUC role
• Generic Managerial Skills
• Governance
• Lead operations with confidence
• Manage escalations at regional level
• Capable to be proactive to pick operations issue with customer and fix them
• Decision making capability
• Mentor team where possible
• Bring continues improvement

Responsibilities

• Manage day-to-day operation based on onsite support services
• Ticket management
• KPI management
• Escalation management
• IMAC (Install, Move, Add, Change)
• Break fixes
• Dispatch support
• Asset delivery (DaaS service) across Hub, spoke and dispatch sites
• Vendor management
• Meeting room support
• Customer connect
• Printer support
• OT support
• Factory PCS support
• Manage team and customer requests on priority

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed