Field Services Manager

1 month ago


Burnaby, British Columbia, Canada CompuCom Systems Inc Full time

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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