Support Service Associate

Iron Systems; Mohali; On-site; INR 335,000 - 502,000; Full time

Job summary

Iron Systems is seeking a Support Service Associate to manage field service vendors and engineers, ensuring their availability for onboarded programs. The role requires coordinating worker assignments, handling escalations, and reporting performance metrics.

You will negotiate costs to achieve ledger savings and support on-demand operations across shifts as needed. The position emphasizes vendor liaison, ticketing tool proficiency, and proactive risk mitigation to minimize service disruptions.

Qualifications

• Minimum 1–3 years of experience coordinating field service engineers or vendors.
• Strong communication and escalation handling skills.
• Experience with ticketing portals and incident management processes.

Responsibilities

• Perform monthly/biweekly availability checks with field workers and update the portal.
• Raise onboarding replacements for unavailable engineers.
• Meet daily cost-saving targets and negotiate costs with workers/vendors.
• Identify risks in worker availability and propose mitigation plans.
• Ensure accurate worker status on the portal and coordinate with incident management team.
• Participate in on-call rotations with cross-functional teams.
• Close/create tickets on the portal and create new requisitions when replacements are needed.
• Coordinate with vendors to support incident tickets raised by the incident management team.

Skills

Excellent Communication

Teamwork

Problem-solving

Cost-saving mindset

Escalation Handling

Incident Handling

Ticketing Portal Experience

Risk Mitigation

Tools

Ticketing Portals (ServiceNow, Zendesk, Jira)

Job description

Experience-1-3 Yrs

COMPANY OVERVIEW:

Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances embedded systems. For more than 15 years, customers have trusted us for our innovative problem-solving combined with holistic design, engineering, manufacturing, logistics, and global support services.

As a Support Service Associate, you will be responsible for managing and handling field service vendors and their field service engineers, ensuring their availability for various programs theyre onboarded for. It also includes ensuring worker assignment on every case/work order, escalation handling, and keeping cross-functional teams updated about the progress and final outcome.

Should have hands-on coordination experience with vendors and their workers or with direct workers. Also responsible for timely reporting to management about daily, weekly, quarterly, and monthly performance figures. As an associate, you should be able to leverage your cost-saving/negotiation skills to ensure every commercial transaction performed results in ledger savings for the company. As a team member in an ON-DEMAND Business environment, you are expected to be flexible in work schedules and willing to support outside shift hours on an exception basis.

Key Responsibility

• Perform monthly or biweekly availability checks with all the field support workers or vendors of onboarded engineers and keep the portal updated.
• Raise a request with the onboarding team for a replacement in case of unavailability of approved/onboarded engineers.
• Deliver daily cost-saving targets.
• Ability to perform multiple negotiations on costs proposed by workers or vendors.
• Identify risks in worker availability and propose risk mitigation plans to avoid business loss/reputation loss due to worker unavailability.
• Ensuring the worker status is up-to-date on the portal.
• Working closely with the incident management team to secure the approved/registered engineers for a particular project and according to the date of activity.
• On-call participation with cross-functional teams.
• Closing/creating relevant tickets on the portal.
• Creating a new requisition where replacement is required.
• Providing support to incident tickets raised by the incident management team by coordinating with vendors.

Required Skills:

• Excellent Communication
• Teamwork
• Problem-solving
• Cost-saving mindset
• Strong Escalation Handling
• Incident Handling
• Should have worked on ticketing portal (Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira etc)
• Risk Mitigation

Mandatory Skills

• Vendor Field Service Engineer Coordination
• Worker Assignment Dispatch
• Cost Optimization Negotiation
• Escalation Management
• Ticketing Tools (ServiceNow, SFDC, Freshdesk, Zendesk, Jira)
• SLA/Service Delivery Support