LATAM PWI Field Service Engineers Manager

HP; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Hewlett Packard Co. in Mexico City seeks a Field Service Engineers Manager to lead a team delivering on-site hardware and application support, ensuring contractual service delivery and stakeholder satisfaction.

You will set objectives, allocate resources, manage budgets, and drive continuous improvement while collaborating with cross-functional teams and engaging with clients to align service programs with business goals.

Experience in HP products and strong leadership is preferred.

Qualifications

• Typically 7-10 years of job-related experience or 5-7 years of management experience, preferably in HP products in customer base, account management, or on-site support.
• Experience with HP products in customer base, account management, or on-site customer support is preferred.

Responsibilities

• Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities and ensuring policy compliance.
• Leads a team delivering on-site hardware, systems, subsystems, and application support to customers per contractual service agreements.
• Sets performance objectives, assembles project teams, allocates resources, and ensures successful execution of field technical support programs.
• Collaborates with cross-functional teams to identify and implement process improvements and policy development.
• Guides program objectives and KPIs, and sets expectations for implementation across business groups.
• Develops budgets with input from higher-level managers and ensures adherence to budget constraints.
• Identifies risks and develops mitigation strategies while providing robust on-site support.
• Engages with clients to understand future requirements and drive continuous solution improvement.

Skills

Team leadership

Field service management

Customer relationship management

Budgeting

Cross-functional collaboration

Process improvement

Project management

Strategic thinking

Education

Four-year or Graduate Degree in Computer Science, Information Systems, or related discipline

Job description

LATAM PWI Field Service Engineers Manager Description - Job Summary This role is responsible for managing a team of contributors and/or supervisors with a focused scope, ensuring adherence to policies and overseeing on-site hardware and application support delivery. The role leads goal setting, resource allocation, and process enhancement efforts, collaborating cross-functionally. The role guides program objectives, manages budgets, and engages proactively with clients for continuous improvement. The role also serves as an expert, fosters talent management, and recommends strategic changes in alignment with business goals.

Responsibilities

• Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures.
• Leads a team accountable for delivering on-site hardware, systems, sub-systems, and application support to customers in accordance with contractual service agreements.
• Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse field technical support programs and processes.
• Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
• Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
• Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints.
• Identifies potential risks and challenges, devising comprehensive mitigation strategies and providing robust support to onsite teams.
• Engages with clients proactively, to understand and anticipate their future business requirements, driving continuous solution improvement.
• Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.

Preferred Certifications

• ITIL Certifications

Knowledge & Skills

• Automation
• Chemistry
• Commissioning
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

Cross-Org Skills

• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope

Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity

Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job - Services Schedule - Full time Shift - First Shift (Mexico) Travel - Relocation - No Equal Opportunity Employer (EEO)

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