Field Services Team Leader Ii

Stefanini North America and APAC; Plaquemine (LA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) and benefits

Tuition reimbursement

Medical, dental and vision insurance

Professional development via Stefanini

Onsite support team collaboration

Job summary

Stefanini North America and APAC seeks a Team Leader II to supervise the Field Service Team onsite, ensuring top-tier customer service per SLA and KPI targets. You will coordinate with field technicians, manage daily operations, and act as SPOC for client engagements.

The role requires a diploma, 2 years leading in-person and remote teams, 3 years field service experience, and solid IT skills (Office 365, Windows, AD, networking).

Qualifications

• Diploma or higher education required.
• 2 years of proven experience leading in person and remote teams.
• 3 years minimum experience in Field Service Technician role.
• Knowledge of email systems, Microsoft Office applications, up to an including Office 365 and Windows operating systems.
• Technical certifications such as COMPTIA A+ or Microsoft Certified advantageous.
• Service management certifications such as ITIL foundation, Six Sigma advantageous.
• Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience.
• Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical customers.
• Proven ability to support challenging customers in a fast-paced environment and valid driver's license.

Responsibilities

• Acts as a Single Point of Contact (SPOC) for all onsite support services
• Responsible for Service Level attainment and contractual deliverables for onsite support
• Responsible for day-to-day delivery of onsite support services, ensuring that workload is manageable and balanced accordingly
• Takes ownership, investigates and follows-up on escalations
• Attends and participates in Client and company meetings
• Hosts formal daily status meetings with the onsite support team and distributes meeting minutes.
• Provide performance reporting and conduct weekly and monthly status update meetings related to the program and management oversight for each team member
• Ensures that technician work areas are compliant with relevant clean desk policies and client safety policies
• Reporting manager to the onsite support resources, reports to management line for staffing needs
• Responsible for onsite support hiring, onboarding, coaching, counselling, feedback, disciplinary issues, and positive recognition
• Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
• Writes employee performance evaluations, delivers merits, and performs other administrative tasks
• Coordinates ongoing training and identify training requirements
• Provides new technology advisory service, testing, integration, and collaboration
• Assists with innovation and transformation of the onsite support services
• Implements, monitors, and adheres to Best Practices
• Drives root cause analysis and opportunities for improvement and assists with quality initiatives
• Performs other duties as assigned

Skills

Team leadership

Field service experience

Office 365

Windows OS

Active Directory

Networking

SCCM

ITIL

Communication

Driver's license

Education

Diploma or equivalent

Tools

Office 365

Windows

Active Directory

Networking

SCCM

Job description

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.

Details

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 Team Leader II role is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader II role will support the Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA) and Key performance indicators (KPI's). The Team Leader II will assist the program manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time. This Team Leader II role is responsible for leading the Field Service Team as outlined in the SOW/ MSA for the respective client(s).

Responsibilities

• Acts as a Single Point of Contact (SPOC) for all onsite support services
• Responsible for Service Level attainment and contractual deliverables for onsite support
• Responsible for day-to-day delivery of onsite support services, ensuring that workload is manageable and balanced accordingly
• Takes ownership, investigates and follows-up on escalations
• Attends and participates in Client and company meetings
• Hosts formal daily status meetings with the onsite support team and distributes meeting minutes.
• Provide performance reporting and conduct weekly and monthly status update meetings related to the program and management oversight for each team member
• Ensures that technician work areas are compliant with relevant clean desk policies and client safety policies
• Reporting manager to the onsite support resources, reports to management line for staffing needs
• Responsible for onsite support hiring, onboarding, coaching, counselling, feedback, disciplinary issues, and positive recognition
• Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
• Writes employee performance evaluations, delivers merits, and performs other administrative tasks
• Coordinates ongoing training and identify training requirements
• Provides new technology advisory service, testing, integration, and collaboration
• Assists with innovation and transformation of the onsite support services
• Implements, monitors, and adheres to Best Practices
• Drives root cause analysis and opportunities for improvement and assists with quality initiatives
• Performs other duties as assigned

What You'll Get

• 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 training as 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;
• Open floor plan environment where collaboration is highly encouraged!

Job Requirements

• Diploma, graduate degree or equivalent required
• Must have 2 Years of proven experience leading in person and remote teams
• Technical skills: 3 years minimum experience in Field Service Technician role. Knowledge of email systems, Microsoft Office applications, up to an including Office 365 and Windows operating systems. Other expertise such as MAC, Active Directory, Networking, TCP/IP or SCCM might be required as client and project specific enterprise environments may vary, so a good breadth of knowledge in various technologies is essential.
• Technical certifications such as COMPTIA A+ or Microsoft Certified advantageous
• Service management certifications such as ITIL foundation, Six Sigma advantageous
• Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience.
• Highly professional, results orientated
• Customer focused, positive demeanor
• Proactive self-starter, organized
• Coaching and mentoring mind-set
• Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical customers
• Physical presence at a Stefanini or Client location during shift
• Proven ability to support challenging customers in a fast-paced environment
• Valid driving license and vehicle required, as some business travel may be required