National IT Service Delivery Leader
3 weeks ago
Quotient Inc. offers a competitive salary range of $90,000 - $120,000 per year for the Manager, Field Tech Services position. The ideal candidate will have a strong background in IT service management, with a focus on leading distributed teams and managing multiple locations.
The successful candidate will be responsible for overseeing the day-to-day management and strategic direction of our national Field Technician teams. This includes meeting and exceeding service level agreements (SLAs), driving operational efficiency, and fostering a customer-centric culture.
Job Responsibilities:
- Lead and support a team of field service technicians and engineers to meet SLAs and customer satisfaction goals.
- Cultivate a positive team culture by promoting engagement and morale-boosting initiatives.
- Train and mentor team members on company procedures, best practices, and ITIL standards to ensure consistent service quality.
- Manage ticket escalations and ensure complex issues are addressed by appropriate escalation teams.
- Conduct performance reviews, providing constructive feedback, mentorship, and coaching.
- Organize regular team meetings to discuss performance metrics, address challenges, and build team cohesion.
- Develop dashboards and reporting tools to monitor SLAs, track workload, and make data-driven adjustments.
- Coordinate and schedule field service operations, ensuring timely and efficient response to service orders.
- Address customer complaints promptly, ensuring professional and satisfactory resolutions, and act as an escalation for customer issues and complaints that may rise to the director level.
- Collaborate with sales and support teams to align service delivery with customer needs and contractual agreements.
- Continuously evaluate and improve field service operations to enhance efficiency, compliance, and customer satisfaction.
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