Service Manager - IT
Toronto/GTA, Ontario
Job Informations: Description:
The Field Service Manager is responsible to manage all aspects of Level 2 field technical support teams located in and around the GTA.
managing the activities of the field technicians
build on existing procedures, policies and processes related to customer service
coaching and training of field technicians
Maintaining customer SLAs
Ensuring proper process and procedures are followed for incidents and issues
Ensure issues are closed in a timely manner
Responsibility:
Schedule resources and staffing to ensure adequate coverage both during normal business hours and after-hours.
Assist Field technicians with technical and non-technical escalations ensuring they have the proper information and or support to proceed to a resolution.
Be point of contact for customer complaints, emergencies and escalations.
Prepare and maintain service and technical documentation including Build reports, Operational Procedures, Change Control, and progress reports.
Manage and maintain customer and procedural information.
Maintain workload distribution and effectiveness.
Manage and mentor staff.
Allocate field resources where needed during escalations.
Maintain Customer SLA, SLO and corporate objectives.
Ensure tickets are closed by all Operations in a timely manner.
Monitor calls, and go with team members on-site to observe and mentor teams on technical efficiencies, tone and customer service skills.
Be point of escalation/liaison for teams outside Operations including Servers, networks, professional services, projects, sales and marketing.
Be available 24x7 for escalations and emergencies where required.
The possibility of performing other duties as required or requested by management.Requirements:
Winning customer service attitude, coupled with a keen interest in technology is fundamental to success in this position.
Minimum 2 years experience in customer service at a supervisory/management level
Must have previous technical experience. 3-5 years experience in a technical capacity preferable
University degree is preferred
Personal transportation will be required.Location: Toronto and area, Ontario
Please quote Reference Number BP34135 when submitting Resume to (see below) (or select "Apply On-line" below).
The Field Service Manager is responsible to manage all aspects of Level 2 field technical support teams located in and around the GTA.
managing the activities of the field technicians
build on existing procedures, policies and processes related to customer service
coaching and training of field technicians
Maintaining customer SLAs
Ensuring proper process and procedures are followed for incidents and issues
Ensure issues are closed in a timely manner
Responsibility:
Schedule resources and staffing to ensure adequate coverage both during normal business hours and after-hours.
Assist Field technicians with technical and non-technical escalations ensuring they have the proper information and or support to proceed to a resolution.
Be point of contact for customer complaints, emergencies and escalations.
Prepare and maintain service and technical documentation including Build reports, Operational Procedures, Change Control, and progress reports.
Manage and maintain customer and procedural information.
Maintain workload distribution and effectiveness.
Manage and mentor staff.
Allocate field resources where needed during escalations.
Maintain Customer SLA, SLO and corporate objectives.
Ensure tickets are closed by all Operations in a timely manner.
Monitor calls, and go with team members on-site to observe and mentor teams on technical efficiencies, tone and customer service skills.
Be point of escalation/liaison for teams outside Operations including Servers, networks, professional services, projects, sales and marketing.
Be available 24x7 for escalations and emergencies where required.
The possibility of performing other duties as required or requested by management.Requirements:
Winning customer service attitude, coupled with a keen interest in technology is fundamental to success in this position.
Minimum 2 years experience in customer service at a supervisory/management level
Must have previous technical experience. 3-5 years experience in a technical capacity preferable
University degree is preferred
Personal transportation will be required.Location: Toronto and area, Ontario
Please quote Reference Number BP34135 when submitting Resume to (see below) (or select "Apply On-line" below).
This job was taken from : jobserve.com