Field Services Manager
1 month ago
Overview
Compucom Systems, Inc. is a leading provider of end-to-end IT managed services. We empower our clients to focus on their core business by delivering exceptional technical support and expertise. As a Field Services Manager, you will play a critical role in driving our service delivery and ensuring our clients receive the highest level of service.
Key Responsibilities
- Develop and implement service delivery strategies to meet or exceed contracted service level agreements.
- Lead a team of Field Technicians, providing guidance and support to ensure seamless service delivery.
- Collaborate with local sales teams to drive new business opportunities and expand existing relationships.
- Schedule projects and manage resources to meet 7x24 client requirements.
- Work closely with Team Leads and Senior Field Services Managers to manage queues, aged calls, SLA, inventory, and real-time updates.
- Provide regular updates to the call management system, ensuring accurate assignment of zip codes to field resources and training matrices.
- Conduct performance evaluations and provide feedback to leadership on staff performance, geographical improvements, and ongoing efforts.
- Assist in budget development for assigned areas of Field Services delivery and monitor financial compliance.
- Serve as a subject matter expert on Service Management activities and operations.
- Manage personnel and discipline issues, including hiring, terminations, and performance evaluations.
Requirements
- 5-7 years of related work experience and a Bachelor's degree, technical training, or an equivalent combination of education and experience.
- Previous management experience is desirable.
- Strong analytical, interpersonal, and leadership skills are required.
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