What are the responsibilities and job description for the Field Engineering Manager position at Confidential Jobs?
This position is responsible for managing a team of up to 10 skilled IT Engineers who serve and support our clients on-site. This team is responsible for all on-site break-fix, implementation work and new client on-boardings.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
· Engage and manage a team of Field Engineers and evaluate performance against established expectations
· Manage the planning and execution of on-site related requests and project related tasks.
· Ensure Field service requests (tickets) are handled timely and completely
· Set high customer service standards and hold engineers accountable to those standards
· Contribute to improving customer support by involving yourself in situations that fall below these standards
· Guiding team members in dealing with especially challenging service availability issues.
· Contribute to escalated problem resolution by coordinating available resources and managing customer expectations.
· Establish measurable team goals
· Drive results and optimize the team’s performance
· Establish best practices for Field Engineers.
· Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of the engineers to the management team
· Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)
· Establish KPIs based on the business model
· Develop a roadmap of tools or enhancement to optimize the customer experience
KNOWLEDGE, SKILLS AND ABILITIES:
1. Knowledge: This position requires 3 years managing staff and holds 3 years of relevant IT work experience, preferably in the Managed Service Provider industry. 5 years of technical experience with desktops, security, networking, server storage, software licensing, Cloud and other IT infrastructure. Bachelor’s degree in related field.
2. Skills: Exceptional analytical and problem-solving skills with a proven track record of hiring, motivating and engaging teams. Strong leadership skills and passion for customer experience.
3. Abilities: The ability to work well across functions and lead through persuasion, negotiation and consensus building. Proven ability to work with C-level client executives. Self-starter who works well under pressure, has great judgment and knows how to prioritize and handle multiple deliverables to meet deadlines.
