Field Services Team Leader I

Stefanini North America and APAC; Southfield (MI); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k)

Paid time off

Medical insurance

Dental and vision insurance

Tuition reimbursement

Job summary

Stefanini North America and APAC is seeking a Remote Field Services Team Leader I to oversee the Remote Field Technicians and field services leadership. This hybrid role requires onsite presence at the Southfield, MI office three days a week, with strong leadership, communication, and process-improvement focus.

You will manage escalations, coordinate workload balancing, and drive training and performance evaluations to ensure service excellence for customers and teams.

Qualifications

• High School Diploma or equivalent.
• 3+ years preferred in leadership or supervisory roles.
• Experience with remote work dynamics and customer service.
• Excellent verbal and written communication skills.

Responsibilities

• SPOC for Remote Field Services Technicians and Leadership.
• Owns escalations and follows up until resolution.
• Liaises with accounts for workload balancing.
• Reports progress and suggests process improvements to Service Delivery Manager.
• Ensures technicians meet goals on schedule, attendance and conduct.
• Writes performance evaluations and handles administrative tasks.
• Leads ongoing training and onboarding activities.

Skills

Remote work

Leadership

Communication

Time management

Education

High School Diploma

Tools

IT health monitoring software

AI tools

Job description

Remote Field Services Team Leader I

This is a hybrid position with a requirement to be onsite in the Southfield, Michigan office 3 days a week.

Details

Remote Field Services Team Leader I

This is a hybrid position with a requirement to be onsite in the Southfield, Michigan office 3 days a week.

Who We Are

Founded in 1987, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

Job Description

The Remote Field Services Team Leader I serves as the primary point of contact for our Remote Field Technicians and Field Services Leadership. Their primary role is to ensure the team's productivity, effectiveness, and the highest level of customer service in strict accordance with Stefanini"s core values and reputation for best-in-class service. The Remote Field Services Team Leader I has crucial part in promoting team cohesion, promoting a supportive work environment, and implementing strategies to achieve business objectives. This role requires strong leadership skills, excellent communication, and the ability to adapt to remote work dynamics.

Responsibilities

• Acts as a Single Point of Contact (SPOC) for all Remote Field Services Technicians and Field Services Leadership
• Takes ownership, investigates and follows-up on escalations
• Liaison with accounts for workload balancing
• Reporting on progress, issues and problems to Service Delivery Manager; giving suggestions to optimize service offered and work processes
• Ensure each of the Remote Field Service Technician meet their required goals including schedule adherence, attendance, policy adherence, conduct, and performance
• Implements, monitors, and adheres to Best Practices
• Responsible for Remote Field Services Technician hiring, onboarding, coaching, counselling, feedback, disciplinary issues, and positive recognition
• Coordinates ongoing training and identify training requirements
• Writes employee performance evaluations, delivers merits, and performs other administrative tasks
• Assists with innovation and transformation of the Remote Field Support services
• Drives root cause analysis and opportunities for improvement
• Attends and participates in company meetings
• Performs other duties as assigned

Requirements

• High School Diploma
• Strong understanding of remote work dynamics and challenges
• Highly professional, results orientated
• Customer focused, positive demeanor
• Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience.
• Proactive self-starter with strong organizational and time management skill
• Coaching and mentoring mind-set
• Excellent verbal and written communication skillsProven ability to support challenging customers in a fast-paced environment
• Proven ability to remain flexible within a changing environment
• Service management certifications such as ITIL foundation, Six Sigma advantageous
• Some business travel may be required

What You’ll Get

• Work with people who exhibit:
  • Commitment to the client
  • Leadership by Example
  • Respect for people
  • Courage to innovate
  • Humbleness to learn
• Work with brilliant minds, often within a global capacity;
• Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
• Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual trainingas well.

Why we’re different

• Brazilian and privately owned company;
• Agility, flexibility, and innovation are in our DNA;
• Flat organizational structure which enables faster communication and decision making

Job Requirements

• High school diploma or equivalent required
• Luxury Retail Experience
• 2+ years of management experience including coaching, training, mentoring interviewing, hiring and terminations
• Good interpersonal skills
• Excellent attention to detail and organization skills
• Effective time management and organizational skills
• Excellent verbal and written communication skills
• Be a big-thinker, able to think strategically and ready to be and feel a part of the big picture
• Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes