Job Description

What success looks like in this role:

• Collect and evaluate metrics daily, weekly, and monthly for resource forecasting, monitoring of customer service activities, and evaluating of internal process needs.

• Meet with stakeholders (such as Client, Client Executives, Service Delivery Managers) to provide KPIs summary information regarding customer service metrics and key activities.

• Oversees customer issues and ensure effective and long-term problem resolution.

• Implements procedures pertinent to the effective and efficient operation of the Field Services organization.

• Monitors programs and procedures to ensure timely support and customer satisfaction.

• Coaches Field Engineering Team in order to achieve high performance.

• Provides feedback and leads resolutions to the company regarding service failures or client concerns.

• 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

#LI-AP1You will be successful in this role if you have:

• Diploma / Degree in Computer Science / Engineering or equivalent.

• 8-10 years\' experience in IT roles of progressive responsibility

• 7 years field service experience, 5+ years in a supervisory role

• Experience managing, scheduling a field services team in a 24x7x365 shift work environment is an added advantage

• Excellent written and verbal communications skills, customer service skills

• Strong analytical and problem-solving skills with strong attention to detail

• 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.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys\xe2\x80\x99 .

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