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IT Field Service Manager

4 months ago

Berwick, United States Wise Snacks Full time
Job DescriptionJob Description

IT Field Service Manager (Berwick, PA)

Do you thrive in a fast-paced, results-oriented environment? Are you passionate about leading a team and exceeding customer expectations?

We are seeking a driven Field Service Manager to join our team in Berwick, PA. In this role, you will play a pivotal role in ensuring the successful delivery of our field service operations, leading a team of help desk technicians to provide exceptional service to our customers across the region.

This is an exciting opportunity for a dynamic individual with a proven track record of success in managing field service teams and help desk personnel.

Duties and Responsibilities:

  • Manage and assign the Field Services team ensuring that the tickets on the Queue are attended on time and with the quality required.
    • 100 tickets per month + on-site support.
    • Ensure Response and resolution KPIs above 90%
    • Ensure people are satisfied with the service provided getting a CSAT >=90%
    • Improve the service perception on a YoY basis according to AC survey

Analyze Tickets to identify patterns and root causes to solve them and correct issues before they happen Monthly analysis of tickets

  • Proactive morning walks following a checklist to validate services are working properly (network, printers, etc.)

Manage and Monitor land line, cell, PBX systems support, services, and maintenance, as well as expense analysis to achieve lowest cost possible Ensure telecom services are working as expected.

  • Be the hands-on site for AC maintenance activities (AP updates, Switches, firewalls, etc.)

Education:

  • Required Qualifications: Bachelor's Degree Information systems

Experience:

  • Advanced English/Basic Spanish Preferred
  • 5 years of Supervisor experience in Information Technology
  • 2-3 years of Telecommunications
  • 5 years Office & Windows
  • 5 years Electronic Mail Programs
  • 5 years Computer Hardware
  • Experience with MPLS, SD WAN, APs/Routers

*Our company offers a competitive package including vacation, paid holidays, 401(k), health, dental and vision insurance and voluntary STD, LTD, and life insurance benefits. *

About Wise:

Wise Foods Inc. is a leading producer of salty snacks with a long heritage. Founded in 1921, Wise is a brand of tradition and authenticity that consumers have come to know and trust over the last 90 years. Since our inception, our iconic brand has symbolized great tasting snacks for many generations of consumers including potato chips; cheese flavored baked and fried corn snacks, tortilla chips, pretzels, popcorn, corn chips, onion rings and other assorted snacks. We market our products under some of the most recognizable brand names in the salty snack industry, including Wise, Cheez Doodles, New York Deli and Bravos. We also produce private label products for a number of retailers. Products are distributed using a direct-store-door ("DSD") delivery and merchandising system and sold in major grocery retailers, neighborhood markets and urban bodegas, as well as established retailers in the mass, convenience store, drug, food service and club channels. Wise Foods is fully owned by Arca Continental, the second largest Coca-Cola bottler in Latin America and one of the largest in the world. We invite you to explore growing your career with Wise



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