What are the responsibilities and job description for the Field Engineering Manager position at GFI Digital?
Position Summary
This position is responsible for managing a team of 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
This position is responsible for managing a team of 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: This position requires 5-7 years managing staff and holds 5 years of relevant IT work experience, preferably in the Managed Service Provider industry. 10 years of technical experience with desktops, security, networking, server storage, software licensing, Cloud and other IT infrastructure. Bachelor’s degree in related field.
- 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.
- 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.
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Paid time off immediately available upon hire
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Referral program
- Vision insurance
