IT Field Service Manager

This position reports to the Vice President of Operations, and is located in the Corporate Office in Tampa, FL.
 
The Field Service Manager's ultimate goal is to ensure a quality product is provided to the customer in a timely manner.  The Field Services Manager provides Field Engineer workload management as well as oversight of the Field Services workforce 
 
Primary duties of the Field Services Manager include managing a diverse group of Field Engineers, and monitoring the progress of projects, and individual service calls, while coordinating with Project Managers, the Field Services Coordinator, the CNOC (Customer Network Operations Center)  to ensure customer satisfaction.


 The Field Service Manager will be responsible for a team of 9 administrators and engineers who provide technical support for enterprise wide systems, network, database, security, IT, infrastructure and business reporting. The position requires a wide range of skills that encompass every area of Information Technology. The manger will be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively and be able to work in a team environment.


Essential Functions

 Communicates with field staff on a daily basis via telephone, voice mail and e-mailAssists Project Managers with timeliness, capacity, production and quality requirements (goal to be measured is project profitability)Coaches and motivates field staff on a daily basisPoint of contact for each member of the Field Services Team for all administrative processes to include time off requests, payroll approval, weekly workload reports and other administrative duties, i.e., maintaining employee folders, preparing time and payrollConducts performance appraisals, as requiredMaintains ongoing oversight of the monthly workload assignments (Ensuring utilization goal is met)Initiates follow-up processes and re-assignment of PSAs as requiredCommunicates workload and capacity needs to the organizationEnsures administrative procedures are followed by the Field Services Team.Prepares for and conducts meetings with field staffProvides on the job training to newly hired EngineersInsures all policy and procedures necessary are written and are incorporated into the procedures manualAttends meetings and training classes, as requiredPrepares for and conducts field visits regularly with field staffFurnishes upper management with data and recommendations for promotions, pay increases, bonuses and awardsProvides upper management with need for additional staff based on workload levelsResponsible for Customer Satisfaction for MS customers as well as on a per project basis.Ensure efficiency of the Field Service Organization meets its stated goal as measured by the efficiency factor defined by Finance.Have current technical skills such that overflow customer technical calls can be completed.



 

 

Qualifications

 Bachelor's Degree in computer science or related field3 – 5 years experience as a Technical Field Services Manager.  3 – 5 years IT experience a plusMCSE certification a plusPossess the ability to multitask and work independentlyMust be dependable and highly responsibleMust have exceptional customer service skillsAbility to communicate effectively with all client groups as a representative of IBSMust have the ability to work effectively in a fast paced, changing environmentMust have knowledge of Microsoft Office Product SuiteMust have a valid driver’s license and a clean driving recordMust pass a drug screening & background checks, including, but not limited to a credit check