Field Services Manager

CompuCom Systems Inc; Burnaby; On-site; CAD 75,000 - 100,000; Full time

Job summary

A leading company in IT managed services seeks a Field Services Manager to oversee functional teams and drive service delivery excellence. In this role, you will manage KPI metrics, lead technical support teams, and ensure compliance with service level agreements, while fostering a productive environment. This position demands strong leadership and analytical skills, along with a commitment to continuous improvement.

Qualifications

• Requires 5-7 years of related work experience.
• Technical training or equivalent combination of education and experience.

Responsibilities

• Responsible for Key Performance Indicator (KPI) metrics of assigned service area.
• Prepares and presents service capability presentations.
• Manages personnel or discipline issues that may arise.

Skills

Analytical skills

Interpersonal skills

Leadership skills

Education

Bachelor’s degree or equivalent

Job description

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Field Services Manager to join our team.

The Service delivery Managerprovides direct supervision and oversees functional teams of CFS Field Technicians. The Manager provides communications and direction to their associates so that the associates can provide technical knowledge and support to Compucomclientsand theirend users.

What We Need & What You'll Do (Responsibilities)

• Responsible for Key Performance Indicator (KPI) metrics of assigned service area.
• Responsible for meeting or exceeding contracted service level agreements.
• Prepare and present service capability presentations.
• Work with local sales team on new and existing business.
• Schedules projects and manager resources covering 7x24 client requirements
• Works closely with Team Leads and Sr. FSM to manage queues, aged calls, SLA, inventory, and real time updates.
• Regular updates to call management system of record assigning zip codes to field resources and insuring training matrix is accurate
• Provides feedback to leadership on performance of assigned staff, geographical improvements, and on- going efforts
• Assists in budget development for assigned area of Field Services delivery and continual monitoring for financial compliance
• Serves as a subject matter expert on all Service Management activities and operations.
• Manages any personnel or discipline issues that may arise. Controls hiring and terminations as needed. Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc. Provides training, coaching, and counseling to subordinates for continuous improvement.
• Other duties as assigned.

Who You Are (Qualifications)

• Requires 5-7 years of related work experience and Bachelor’s degree, technical training or equivalent combination of education and experience.
• Strong analytical, interpersonal and leadership skills required.