Field Services Team Leader II

2 weeks ago

Bridgewater, United States Alpha Numeric Full time

Join us to co-create solutions for a better future Job DetailsDesktop Support Field Services Team Leader II Bridgewater,NJ Posted:5/2/2024 Job Description Job ID#: 56960Job Category: Desktop SupportPosition Type: Full TimeDetails: Job DescriptionThe 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.ResponsibilitiesActs as a Point of Contact (POC) for onsite support servicesResponsible for Service Level attainment and contractual deliverables for onsite supportResponsible for day-to-day delivery of onsite support services, ensuring that workload is manageable and balancedaccordinglyTakes ownership, investigates and follows-up onescalationsAttends andparticipatesin Client and companymeetingsHosts formal daily Huddle meetings with the onsite support team and distributes meeting minutesProvides performance reporting and conducts weekly and monthly status update meetings related to the programand management oversight for each teammemberEnsures that technician work areas are compliant with relevant clean desk policies and client safety policiesReporting manager to the onsite support resources, reports to management line for staffing needsResponsible for onsite support hiring, onboarding, coaching, counselling, feedback, disciplinary issues, and positive recognitionEnsureseach of the onsite support personnel meet his or herrequiredgoals including schedule adherence, attendance, policy adherence, conduct, andperformanceWrites employee performance evaluations, delivers merits, and performs other administrativetasksCoordinatesongoing training andidentifytrainingrequirementsProvidesnew technologyadvisory service, testing, integration, andcollaborationAssistswith innovation and transformation of the onsite supportservicesImplements,monitors, and adheres to Best PracticesDrives root cause analysis and opportunities for improvementandassistswith qualityinitiativesPerforms other duties asassignedJob Requirements Details: High school diploma or equivalent required2+ years of proven experience in an IT leadership roleHighly professional, resultsorientatedCustomer focused, positivedemeanourProactive self-starter,organisedCoaching and mentoring mind-setExcellent verbal and written communication skills, with the ability to communicate technical information to non-technicalcustomersProven ability to support challenging customers in a fast-paced environmentValid driving license and vehicle required, as some business travel may be requiredService management certifications such as ITIL foundation, Six Sigma is a plusTechnical certifications such as COMPTIA A+ or Microsoft Certified is a plusWhat 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 trainingas 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 encouragedPay Range: Based on ExperienceAlready have an account? Log in here#J-18808-Ljbffr

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