Field Service Associate Manager

What success looks like in this role:

• Implements operational policies within region.
• Collect and evaluate metrics daily, weekly, and monthly for resource forecasting, monitoring of customer service activities, and evaluating of internal process needs.
• Provide internal stakeholders (such as Client Executives, Service Delivery Managers, and the executive team) summary information regarding customer service metrics and key activities per client.
• Oversees customer issues and ensure effective and long-term problem resolution.
• Implements procedures pertinent to the effective and efficient operation of the Field Services organization within region.
• Monitors programs and procedures to ensure timely support and customer satisfaction.
• Maintains in-depth working knowledge of Unisys systems and processes.
• Sets performance standards to meet service goals of company.
• Coaches Field Engineering Team in order to achieve high performance.
• Provides feedback and leads resolutions to the company regarding service failures or client concerns.
• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
• Responds to customer inquiries and problem solving in a professional and effective fashion.
• Performs other related duties as assigned.
• Manage a team of Field Engineers

You will be successful in this role if you have:

• NV1/NV2 Clerance is required for this role.
• Degree in business or IT related field.
• 5 years Field Service experience, 2 years in a supervisory role
• Experience managing a team and supervising professional staff
• Proficient with MS Office, including Word and Excel
• Excellent written and verbal communications skills, customer service skills and a professional telephone manner
• Strong analytical and problem-solving skills with strong attention to detail
• Experience using data and metrics to drive efficiencies
• Ability to work well within a team environment
• Ability to effectively identify and resolve customer service problems and questions
• Experience using Field Services management software platforms such as ServiceNow, etc.
• Police or criminal background verification may be required

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.