Manager Field Service
About The Position
Provides guidance and direction to the Field Service Technician group. Manages team efforts to install, debug, and provide technical maintenance for product and component hardware and software, mainly on customer premises. Ensures accurate, timely, and consistent provision of scheduled inspection, cleaning, and other services, including minor product repairs. Inspects or manages inspection of products for correct operation and resolves noted issues or escalates them according to established procedure. Ensures all service and related support activity is performed according to contracted customer agreements and delivered in a manner that enhances customer satisfaction.
Requirements
- Bachelor's degree or equivalent work experience required.
- Typically 6–8 years of experience in Field Service.
- Typically 0–2 years of leadership experience.
- Fluent business English skills, written and spoken.
Responsibilities
- Provides clear and concise direction on a regular basis to Field Service supervisors and teams across multiple locations.
- Identifies recurring trends, difficult-to-resolve problems, and potential issues concurrent with new system releases or hardware/software upgrades.
- Ensures provision of end-to-end support to address identified and potential issues.
- Resolves key issues raised by supervisors and teams, referring the most significant and complex issues to technical colleagues or more senior management.
- Together with Remote Monitoring and Customer Services teams, monitors hardware, software, and equipment availability to identify gaps, concerns, and other issues with potential business impact.
- Manages procurement-related activity to ensure on-time delivery and response to customer requirements.
- Acts as liaison between customers, end-users, and technical teams.
- Assists supervisors and team members in determining appropriate processes, policies, or procedures.
- Establishes overall work processes and priorities.
- Allocates people, budgets, and resources.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
