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 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.