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Field Services Team Leader Ii

3 months ago

Bridgewater, United States Stefanini, Inc Full time

The Team Leader II role is an important leadership position within the organization, serving not only as the first point of contact for technicians but also as the primary liaison for clients, ensuring a seamless communication channel. This role is integral in monitoring quality and productivity while supporting Field Technicians to uphold the highest standard of customer service in accordance with Stefanini values, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs). Additionally, the Team Leader II oversees the North American Forward Stocking Locations (FSLs), managing inventory logistics and ensuring efficient supply chain operations to support field service activities. This role also provides direct assistance to the Service Delivery Manager in managing daily operations and leads the Field Service Team as specified in the SOW/MSA for respective clients. By embodying leadership, operational oversight, and client engagement, the Team Leader II plays an essential role in maintaining operational excellence and enhancing service delivery across North America.

**Responsibilities**
- Acts as a Point of Contact (POC) for onsite support services
- Responsible for Service Level attainment and contractual deliverables for onsite support
- Responsible for day-to-day delivery of onsite support services, ensuring that workload is manageable and balanced accordingly
- Takes ownership, investigates and follows-up on escalations
- Attends and participates in Client and company meetings
- Hosts formal daily 'Huddle' meetings with the onsite support team and distributes meeting minutes
- Provides performance reporting and conducts weekly and monthly status update meetings related to the program and management oversight for each team member
- Ensures that technician work areas are compliant with relevant clean desk policies and client safety policies
- Reporting manager to the onsite support resources, reports to management line for staffing needs
- Responsible for onsite support hiring, onboarding, coaching, counselling, feedback, disciplinary issues, and positive recognition
- Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
- Writes employee performance evaluations, delivers merits, and performs other administrative tasks
- Coordinates ongoing training and identify training requirements
- Provides new technology advisory service, testing, integration, and collaboration
- Assists with innovation and transformation of the onsite support services
- Implements, monitors, and adheres to Best Practices
- Drives root cause analysis and opportunities for improvement and assists with quality initiatives
- Performs other duties as assigned
- High school diploma or equivalent required
- 2+ years of proven experience in an IT leadership role
- Highly professional, results orientated
- Customer focused, positive demeanour
- Proactive self-starter, organised
- Coaching and mentoring mind-set
- Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical customers
- Proven ability to support challenging customers in a fast-paced environment
- Valid driving license and vehicle required, as some business travel may be required
- Service management certifications such as ITIL foundation, Six Sigma is a plus
- Technical certifications such as COMPTIA A+ or Microsoft Certified is a plus

**What you'll get**
- Work with brilliant minds, often within a global capacity;
- Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
- Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.

**Why we're different**
- Brazilian and privately owned company;
- Agility, flexibility, and innovation are in our DNA;
- Flat organizational structure which enables faster communication and decision making;
- Open floor plan environment where collaboration is highly encouraged