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 is seeking a Field Service Engineers Manager to lead a team delivering on-site hardware and application support, while aligning with contractual service agreements and driving continuous improvement.

You will guide program objectives, budgets, and client engagement to ensure successful outcomes. The role requires a four-year degree, 7–10 years of related experience or 5–7 years in management, and ITIL knowledge.

Qualifications

• Four-year or graduate degree in a related discipline or commensurate work experience
• Typically 7–10 years of job-related experience or 5–7 years of management experience, preferably with HP products or in customer-facing roles
• ITIL certifications preferred

Responsibilities

• Manages a team of contributors and/or supervisors with defined scope and ensures on-site hardware and application support delivery.
• Leads setting performance objectives and resource allocation for field technical support programs.
• Collaborates with cross-functional teams to implement process improvements and policy development.
• Guides program objectives and KPIs, and communicates expectations across business groups.
• Develops budgets with input from senior management and ensures adherence to constraints.
• Engages with clients proactively to understand future requirements and drive continuous improvements.
• Performs talent management including recruitment, performance management, coaching and career development.

Skills

Team leadership

Field service management

Customer relationship management

Budgeting

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or related

Tools

ITIL knowledge

Field equipment test tools

Job description

LATAM PWI Field Service Engineers ManagerDescription -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 CertificationsKnowledge & 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 EquipmentCross-Org Skills• Customer Centricity• Prioritization• Resilience• Team Management• Strategic ThinkingImpact & 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 -ServicesSchedule -Full timeShift -First Shift (Mexico)Travel -Relocation -NoEqual Opportunity Employer (EEO) -HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"