Field Services Assoc Manager - Mumbai, India - Unisys

Description

What success looks like in this role:

Job Title: Field Services Assoc Manager

Location : Bangalore

Who we are:

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys' offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit .

Our Vision: Enhancing people's lives through secure, reliable advanced technology.

Our Core Beliefs:

Key Responsibilities/Outcomes

• Implements operational policies within region.

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

• Provide internal stakeholders (such as Client Executives, Service Delivery Managers, and the executive team) summary information regarding customer service metrics and key activities per client.

• 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 within region.

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

• Maintains in-depth working knowledge of Unisys systems and processes.

• Sets performance standards to meet service goals of company.

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

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

• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.

• 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

• Understanding of technologies/domains.

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You will be successful in this role if you have:

Key Qualifications

• Associates degree in business or IT related field.

• 5 years field service experience, 2 years in a supervisory role

• Experience managing a team and supervising professional staff

• Proficient with MS Office, including Word and Excel

• Excellent written and verbal communications skills, customer service skills and a professional telephone manner

• 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.

•Diploma in is added advantage

•Police or criminal background verification may be required

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, 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.