Job Summary

Job Description

Core Responsibilities

• Responsible for the direction and coordination of field service activities including scheduling and monitoring of field technical resources, coordinating configuration and shipment of equipment and providing day of support to the field technical resources to ensure the goals and objectives are accomplished within the prescribed time frames and budget parameters by performing the duties personally or through subordinates
• Ensures implementation objectives and client expectations are met. Develops, motivates and coaches direct reports to ensure they achieve results.
• Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.
• Reviews queue of incoming requests to ensure all are completed on time and monitors team communication to ensure SLA's and client satisfaction objectives are met.
• Interacts with cross functional departments to ensure field services tasks including technician scheduling, equipment configuration and shipment are completed within committed SLA's and within allotted budget.
• Proactively addresses any potential problems that may arise and communicates to management. Maintains detailed, accurate records of all interactions with clients and partners and acts as the escalation point for clients, technicians and coordinators.
• Monitors team KPIs (Key Performance Indicators) daily, analyzes performance data, identifies and adjusts for trends, coaches and develops remediation plans as needed to ensure team members meet KPI objectives.
• Oversees employee schedules to ensure proper allocation of resources needed to meet customer implementation timelines. Ensures direct reports enter their time sheets daily and the payroll approval time lines are met. Analyzes the team schedule to limit and decrease overtime.
• Supervises on-call support and staff. Holds weekly team member meetings and provides meeting minutes to the managers.
• Proactively analyzes processes and develops training to identify opportunities for service delivery improvements and increased efficiency as outlined by management. Leads training of team.
• Reviews team member performance. Recognizes rewards and retains exceptional leadership talent within the team.
• Attends all weekly customer implementation calls, health checks, turnover meetings etc. to develop client relationships as needed.
• Assists management in the interview and evaluation process of potential team candidates.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Perform quality assurance auditing of tickets worked and calls taken by direct reports.
• Interface with backline engineering regarding escalations.
• Manage and report key performance indicators, including average speed to answer, abandon rate, service level % etc.
• Handle difficult customer inquiries and complaints referred by technicians.
• Assist in scheduling and assignment of technical staff to meet support needs.
• Hold monthly, semi-monthly, weekly meetings with staff, individually and as a group to talk about performance towards goals, customer news and needs etc.
• In conjunction with the engineering team, develop new processes and determine division of responsibilities among teams.
• Assist in recruiting and selection of hiring new staff.
• Assist in onboarding of new staff, including ensuring that all needed training is provided.
• Stay abreast of rapidly developing new technologies that will require support from the team.
• Train subordinates as new technology is implemented.
• Perform employee evaluations, disciplinary actions etc.
• Participates in weekly, semi-monthly and monthly customer care calls, as required.
• Serves as first supervisory level on-call.
• Consistently exercise independent judgment and discretion in matters of significance.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.