IT Field Service Manager at CompuCom

Posted in Information Technology 16 days ago.

Location: New York, New York

Job Description:

Field Service Manager - Information Technology Field

The successful candidate will come from an IT background.

The Field Service Manager (FSM) is a first-line manager providing leadership, mentoring, and guidance to Distributed Field Service (DFS) Associates within assigned geography.

Responsible for:
  • Associate mentoring
  • training
  • performance reviews and operational efficiencies.

He or she designs and builds operational network of resources for assigned geography that supports best practice service delivery processes.

The Field Service Manager:

  • maintains cost efficiencies
  • provides an enhanced customer service experience

He or she assists the Area Service Manager with goal and vision development and implements strategy execution across the geography and resource pool.

The Field Service Manager maintains ownership of all team Human Resource tasks within the geography.

What You'll Do:

The Field Service Manager will be responsible for managing a team of technical professionals. The position will require ability to communicate at all levels of the organization and ability to oversee assignments. he or she manages the DFS personnel who perform on-site routine services including installation, maintenance, and repair.

The Field Service Manager:
  • Leads a team of approximately 25 - 35 DFS technicians
  • Ensures company policies and procedures are followed by the team members
  • Interviews, hires, and trains new Associates

The Field Service Manager:
  • Builds a team that consistently demonstrates outstanding customer service experience
    • Assists in goal setting, skill enhancement and performance reviews
    • Investigates and resolves any issues resulting from substandard performance
    • Provides support and guidance to staff to ensure timely delivery of quality customer services
    • Works to mitigate the impact of service failures and improve quality processes
    • Ensures all customer issues are satisfactorily resolved
    • Delivers to or exceeds customer contractual expectations

  • Provides training to service staff as needed
    • Ensure that the resources are properly trained to meet service objectives
    • Oversees the scheduling and training of DFS technicians

  • Maintains sound knowledge and understanding of current methodologies, technologies, services and tools
    • Designs, improves, and supports established and emerging best practices for incident management, demand capacity load balancing, and technology employment
    • Develops proficiencies in case management systems for self and subordinates

  • Provides professional client interaction in multiple roles
    • Manages and resolves issues internally through coordination with other Business Units (BU)
    • Addresses customer enquiries, resolves issues and obtains customer feedbacks proactively
    • Provides sales support as required to present DFS capabilities to existing or prospective clients
    • Represents DFS to select clients as a Single Point of Contact for DFS process improvements, escalated communications, and escalation resolution

  • Manages Continual Service Improvement through detailed operations reviews:
    • Monitors and builds improvement plans around Key Performance Indicators (KPI)
    • Builds communication plans and mentors DFS technicians with deficient KPI performance

  • Maintains working knowledge of the BU general financial rules around P&Ls, Revenue and Cost Accruals, Billing Cycles, and Expense Management

  • Understands Human Resource guidelines, payroll rules, national regulations, and local laws in their assigned geography ensuring payroll, overtime, and HR related procedures are adhered to in the best interest of the company

  • Travels within assigned markets developing technician capabilities; other duties as assigned

Residence Location
  • Candidates should preferably live in the NYC metro vicinity; to include Manhattan, Long Island, Brooklyn, Queens, Staten Island or the Bronx. Will consider candidates located in Northern NJ dependent on commute into Manhattan.
  • This position will be home based but will require frequent visits to our office in NYC.

Minimum Qualifications

- Out front leader: Strong interpersonal communication and presentation skills with ability to work independently and travel
- Visionary and change manager with enhanced analytical and problem solving skills
- Possesses a broad working knowledge of IT systems; exhibits professionalism and diplomacy at all times
- Highly developed organizational skills with ability to prioritize, plan, and execute tasks within time constraints
- Successfully leverages office tools to maximize presentation and organization skills (Google Suite, Office Products)
- BS/BA in a related field or equivalent 5 years of service industry experience, preferably in a field service organization

Area of Responsibility
  • Will be the Service Cities and Field Technicians comprising and working in; Manhattan, Brooklyn, Queens, Bronx, Staten Island and Long Island