Job Title: Assistant Field Service Manager
Job Field
ICT, Computer
Job Summary
The Assistant Field Service Manager provides management and coaching support to employees in a designated territory in order to meet customer Service Level Agreements (SLAs); Manages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction
The Assistant Field Service Manager is responsible for developing employees, promoting teamwork, and fostering open and effective communications
The Assistant Field Service Manager actively pursues revenue opportunities while effectively controlling expenses and assigned assets
The Assistant Field Service Manager maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
The Assistant Field Service Manager is responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated territory
The Assistant Field Service Manager advises customers about service and service delivery, including maintenance agreements and SLAs; Respond to customer opportunities, issues and complaints in a timely manner; Develop relationships and interact with internal customers (Sales Account manager, Service Account Managers and Analysts, Call center Teams etc.)
The Assistant Field Service Manager monitors SLA performance against target for territory; Perform root-cause analysis and preventive measures for repeated escalations; Analyze issues for missed targets and implement corrective actions
The Assistant Field Service Manager solves escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator
The Assistant Field Service Manager ensures an environment that promotes effective communications, positive employee relations and teamwork; Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements
The Assistant Field Service Manager conducts hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities; Monitor performance improvement issues and provide appropriate coaching and counseling
The Assistant Field Service Manager executes the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basis
Balance tiered workforce in order to successfully deliver service to customers
Plan and manage vacation and training schedules effectively to meet daily availability goals
Promote and manage time-and-material T&M activities; Manage expenses effectively, overtime, parts, and assets
Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
Conduct on-going, open communications with assigned FSC Service Coordinator on a daily basis; Support the FSC Service Coordinator in managing SLA performance; Consult with the FSC Service Coordinator on service delivery escalation, both proactive and reactive; Meet regularly with the FSC Service Coordinator to review and improve SLA performance and CE utilization; Consult with the FSC Service Coordinator on the best of use of resources from the territory
Job Qualification
4-7 years of related experience
Bachelor’s Degree in a related business or technical discipline OR the equivalent combination of education, technical training and work experience
Previous experience as a group, team or project leader; other supervisory/leadership capacity in technical services or field support
Strong analytical and organizational skills
Excellent verbal and written communication skills
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