Field Services Manager

Designation: Field Services Manager

Level: L2

Band: E3

Experience: 4-6 Years

Position Summary:

The Field Services Manager would require a minimum 4 to 6 years of experience owning technical issues and managing a globally diverse team of 15 – 20 level 2 (onsite) field support technicians.

Seeking technically motivated professionals who specialize in providing support on an enterprise level system, ranging from Windows 10, O365 to Active Directory, SCCM (Software Centre) and related services, focusing on delivering a quality service while meeting all contractual KPIs and SLAs that are aligned with Field Services Team.

This job role requires traveling within UK and Europe to address the project specific needs for clients spread across the UK&I - EMEA regions.

Roles and responsibilities

Maintaining current service standards and procedures for the service delivery

Supervising other members of the service delivery team

Maintaining customer relationships and improving response and delivery times

Updating service methods to improve overall efficiency

Resolving service problems and customer complaints

Conducting periodic appraisals of team members and identifying areas for improvement

Creating and presenting regular reports to senior management

Instructing customers on equipment operation, care and maintenance

Key Skills

Excellent interpersonal and customer service skills

In-depth knowledge of industry best practices and service delivery standards

Strong leadership ability and team spirit

Excellent written and verbal communication skills

Attention to detail

Excellent organizational skills

Problem-solving skills

Working knowledge of Service Now

Beneficial skills

Working knowledge of Windows and MacOS

Understanding of product like McAfee Enterprise Security, Cyber ArkEPM, Cisco AnyConnect Secure Mobility Client, Rapid

Job type: Contract Division: eTeam Workforce Limited Reference: 22-05606