Field Service Manager

  • Chicago, IL
  • Full-time

Job Description

We are looking for a Field Service Manager to join the team. The Field Service Manager is responsible for the field support and care of customers. This position reports to the V.P. of Global Services.


The Field Service Manager should know the formal and informal departmental goals, standards, policies and procedures that may include some familiarity of other departments. The Field Service Manager is sensitive to the inter-relationship of both people and functions within the department. Provides on-site field support for customer service calls that results in the resolution of Customer’s Computer Hardware problems.


Responsibilities:


-Experience in a Manager role.

-Provide leadership skills and direct supervision of assigned direct reports.

-Ensure evaluations are complete for direct reports.

-Ensure direct reports are meeting SLA for current customer base.

-Provide timely and efficient response to customer initiated service call.

-Resolve customer service issues quickly and efficiently.

-Provide Customer Care Representative with timely: ETAs, Call Status, and Part Orders.

-Respond quickly to down equipment and escalated service calls.

-Provide basic and advanced hardware/software troubleshooting proficiency.

-Ability to provide tech support for direct reports and peers.

-Take a proactive approach to ensure customer satisfaction.

-Assign duties to direct reports as required.

-Maintain a professional appearance (ie: dress code, attitude) to meet customer expectations.

-Manage Call Centre personnel and activities including appraisals, mentoring and disciplinary issues (UK Staff Only).

-Responsibilities are not only limited to the duties listed above. The daily responsibilities may change as directed by Director of Global Services or Management.

-On a regular and continuous basis, exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.

-Exchange non-routine information, using tact and persuasion as appropriate, requiring good oral and written communication skills.

Qualifications

Experience:


-8 years of related work experience required.

-CompTIA A+, CompTIA Network+ and CompTIA Server+ required.

-Proficiency in Computer Hardware and Data Storage products.

-Proficient in the use of software applications, databases, spreadsheets, MS Word.

-Experience in a leadership and/or senior supervisory role.


Keywords:  Chicago IL Jobs, Field Service Manager, CompTIA Network +, CompTIA Server+, CompTIA A+, Chicago Recruiters, Information Technology Jobs, IT Jobs, Chicago Recruiting


No Corp-To-Corp Or Third Party Recruiters; W-2 Direct Hire Only.


Please check out all of our jobs at http://www.nextstepsystems.com.

Additional Information

Please check out all of our jobs at www.nextstepsystems.com.