What are the responsibilities and job description for the Field Service Manager position at Ehub Global Inc?
Title: Field Service Manager
Location: Cleveland, OH (onsite)
Fulltime
Job Description
* Managing and exceed Customer expectations and deliver contractual obligations for the user base of the Client globally
* Conducting periodic reviews with the customer and Tech Mahindra management, and providing relevant reports
* Managing a global, very multi-cultural team, ensuring motivated staff, staff development and that employee retention targets are met
* Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects as strategic and tactical objectives
* Accountable for managing Global Delivery and escalation point for multiple service towers such as
* TechBar - Onsite Field Support
* Workstations Engineering Team
* Responsible to ensure compliance of ITSM processes enabling these towers such as Problem management, Service Improvements, Resource management etc.
* Will be responsible for P&L
* Accountable in ensuring all the key enterprise wide initiatives and compliance
* Accountable and responsible for ensuring SLA performance targets are met
* Responsible for managing Customer perception and expectations;
* Conducting perception and customer satisfaction surveys, and ensuring performance on
CSAT targets set by management
* Cooperates with horizontal organizations in spreading best practices
* Being the ultimate global operational escalation point for any kind of issues and be an enabler in the organization, taking care of any and all tasks within Tech Mahindra that 1s required to run the operation successfully
Desired Skills & Experience
8 years of overall IT-related experience required, with at least 5 years in managing Global Customers
S years of managerial experience with at least a year of managing other managers
S years of working in IT operations with SLAs, ticketing tools and If methodology in a big, corporate environment required
Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (desktops and all related centralized solutions).
Prior understanding of remote infrastructure management and concepts around remote management of IT systems
Experience in working with a mixed offshore / onsite model is required
Demonstrated global cultural awareness is required Demonstrated matrix-management skills required
Flexibility with respect of time - client deliverables must 100% be met with a Can do
