It Field Services Associate Manager

Job Profile:  ITField Services Associate Manager   

• Must be an Australian Citizen.
• This role requires a mandatory NV1 or NV2 security clearance.

Job Summary: - 

• NV1/NV2 Security Clearance is highly desired.
• Oversee/Manage a team of Field Engineers and possess prior experience in a supervisory capacity.
• Experience using Field Services management software platforms such as ServiceNow, etc.
• Experience with IT field Engineer, desktop support, server support, hardware, network, and software installation, and troubleshooting
• Coaches Field Engineering Team to achieve high performance.

You will deliver value by:

• Implements operational policies within the 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) with summary information regarding customer service metrics and key activities per client.
• Oversees customer issues and ensures effective and long-term problem resolution.
• Implements procedures pertinent to the effective and efficient operation of the Field Services organization within the 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 the service goals of the company.
• Coaches Field Engineering Team 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 Security Clearance is required for this role.
• 5 years of field service experience, 2 years in a supervisory role
• Experience managing a team and supervising professional staff
• 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.