Senior Field Services Manager
CompuCom Systems Inc
Montreal
1d ago

Overview

The Senior Field Services Manager is responsible for Customer Field Services (CFS) is a senior manager providing leadership, mentoring, and guidance to leveraged first line managers within an assigned geography.

The Senior Field Services Manager resides within the CFS region and aligned under CompuCom's delivery organization. The Senior Field Services Managerwill report directly to the Regional Director (RD), and maintains an assigned area geography or a specified customer delivery responsibility.

The Senior Field Services Manager :

  • Directs and / or controls the activities of specified functional areas or service groups
  • Mentors, trains, and provides professional guidance to management team members on operational efficiencies, best practice delivery, financial processes, and enhanced customer experience techniques
  • Provides oversight to the design of SLM I operational network of resources for assigned geography or account
  • lnteracts internally and externally with executive level management, often requiring negotiations of complex solutions or difficult matters
  • Leads goal and vision development in support of executive level management's' strategic direction
  • Utilizes experience and strategic knowledge providing practical implementation techniques to ensure achievement of company goals and objectives across the geography and resource pool.
  • What You'll Do

    The Senior Field Services Manageris responsible for managing a team of first line leaders and technical professionals. The position requires the ability to communicate at all levels of the organization and provide initiative oversight.

  • Manages a geographical area with subordinate Field Management teams
  • Provides oversight to technical teams and associated management performing installation, maintenance, and repair
  • Interviews, hires, and trains new Field Services Managers
  • Builds a flexible, scalable, and intelligent service area design in order to drive delivery attainment and outstanding customer service experiences resulting in meeting and / or exceeding contracted Service Level Agreements
  • Provides strategic and tactical direction to SLM Is regarding establishment of performance standards and management of compliance to standards through appropriate HR processes
  • Maintains accountability for teams and continually evaluates team Key Performance lndicators (KPI) achievements, client satisfaction, as well as policy and safety compliance
  • Collaborates with BU leadership on the definition of strategic and operational targets
  • Provides professional client interaction in multiple role
  • Serves as the Business Interface to multiple supporting teams (IT, HR, Finance, Supply Chain, etc)
  • Communicates systemic changes, updates, and process requirements across supporting teams
  • What You'll Need :

  • Out front leader : Strong interpersonal communication and presentation skills
  • Visionary and change manager with enhanced analytical and problem solving skills
  • Possesses strong business acumen for BU general financial rules inclusive of P&Ls, Revenue and Cost Accruals, Billing Cycles, and Expense Management
  • Possesses a broad working knowledge of 1T systems; exhibits professionalism and diplomacy at all times
  • BS / BA required. Masters preferred. ldeal candidate will possess MBA
  • Degree preference : ln a related field or equivalent 10 years of service industry experience, preferably in a field service organization
  • WORK ENVIRONMENT

  • Work may be required on weekends and non-traditional business hours
  • Work is generally performed in a home office, but may occur a customer site or remote office.
  • Business casual, but corporate offices and / or clients may have dress codes that exceed guidelines and must be accommodated.
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