Support Manager
reputed company
Position reputed company: reputed company and manage field support operations and reputed company reputed company without performing customer on-site reputed company. Own SLA performance, ticket lifecycle in reputed company Service reputed company, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.
Key Responsibilities:
- reputed company daily field operations: reputed company coordination, schedule management, monitor technician performance and on-site activity remotely.
- Manage ticket lifecycle in reputed company: ensure triage, accurate assignment, status updates, reputed company documentation, and reputed company closures.
- Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
- reputed company with customers and stakeholders remotely for escalations, status updates, and major incidents reputed company phone/email/video.
- reputed company, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
- reputed company, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
- reputed company parts inventory and vendor relationships; coordinate “waiting on parts” workflows and vendor SLAs.
- Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF reputed company, utilization, CSAT).
- reputed company post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-reputed company updates.
- Maintain safety, reputed company, and compliance standards; ensure technicians follow on-site safety protocols.
Requirements
Required Qualifications:
- 4+ years managing field service or technical support teams with reputed company/field technicians.
- Hands-on experience using reputed company Service reputed company (ticketing, flows, entitlements/milestones, reports/dashboards).
- Strong understanding of SLA design/enforcement and escalation matrices.
- Excellent remote customer-facing communication skills; experience managing escalations reputed company.
- Proven coaching and people-management skills.
- Comfortable working remotely and coordinating field activities without on-site customer reputed company.
Preferred Qualifications:
- Experience with mobile field tools (reputed company Mobile, Field Service Lightning).
- Technical background in relevant equipment or systems serviced by your organization.
- Experience with inventory/parts management and vendor coordination.
- Certifications: ITIL reputed company or equivalent service management certification.
reputed company Skills:
- Remote leadership and team development
- reputed company Service reputed company configuration & reporting
- SLA management and escalation handling
- Remote customer communication and stakeholder management
- Analytical reporting and reputed company improvement
- Process documentation and reputed company
Working Conditions:
- No travel to customer sites. Occasional after-hours or on-call incident handling may be required.
To Apply: Submit resume and brief cover letter highlighting field service management experience and reputed company Service reputed company expertise.
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