Support & Field Engineer Delivery Manager

Support & Field Engineer Delivery Manager


Job Purpose

Reporting to the Operations Director, the Support & Field Engineer (SFE) Practise Area (PA) Lead will play a central role in the growth of INET Computer Solutions through their recognised expertise and its application in a customer orientated environment.  The Support & Field Engineer will support the development of the  respective PA in Customer Delivery to include competence development across all sectors such as, delivery, sales support, solution architects & project management. 
A key deliverable will be utilisation and efficiency of all resources within your PA and the resolving of all customer issues per Service level Agreements


Responsibilities:
•    Set and maintain the culture (values) of the company
•    Provide direction, support and guidance to the Operations Manager, to ensure the accomplishment of company operational and commercial strategies for your Practise Areas
•    Create a positive and motivating atmosphere in the company relating to your Practise Areas, providing better growth opportunities for INET employees
•    Responsible for the implementation of best practise policies and procedures for your PA (Quality, Way of Working (RACI)) within INET.
•    Support the Directors and senior managers in procuring the competence required to grow INET’s business for your PA’s
•    Be objective driven and cascade objectives to your respective team to ensure company objectives are met
•    Model, Inspire and Reaffirm best behaviour to your fellow colleagues in INET
•    Facilitate regular team meetings to ensure a high level of communication and interoperability between teams
•    Liaise with INET Sales Manager to support sales opportunities as required
•    Give presentations and generate reports for the reference of the company and the directors as required pertaining to your PA’s.
 

Support (Customer Experience) 

•    Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team. 
•    Manage the dispatch process of service requests to ensure full utilisation of resources. 
•    Achieve utilisation targets for Customer Experience resources and increase productivity of the team as required.
•    Communicate with all parties in a constructive manner to guarantee customer expectations are met (as per service level agreements). 
•    Continually seek opportunities to increase customer satisfaction and deepen customer relationships. 

•    Maintain specific knowledge of the customer and how our service relates to their business strategy and goals. 
•    Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary. 
•    Perform customer follow-up to verify final resolution and determine satisfaction level. 
•    Interface with appropriate technical personnel (i.e Ops Manager) for customer problems that cannot be resolved effectively. 
•    Drive problem investigations and resolution as required. 
•    Escalate service desk issues to Operations Manager as required
•    Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. 


Field Service


•    Manage the daily activities of the field service & desk team Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to               clients as necessary. 
•    Perform customer follow-up to verify final resolution and determine satisfaction level. 
•    Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements. 
•    Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
•    Conduct risk management on projects as required to ensure all known aspects are considered in advance of planning
•    Develop in-depth knowledge of the service catalog and how it relates to customer’s needs. 
•    Involvement in the design and building of new services. 

HR

•    Set out a strategy to develop your PA’s in terms of headcount, competence development and career planning.
•    Lead and develop all staff by identifying training needs and focusing on staff quality through their performance. 
•    Monitor the performance of all staff within your PA against agreed efficiency & utilisation targets 
•    Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests. 
•    Conduct performance evaluations and mentor / coach those with less experience. 
•    Develop training programs to develop and refine the skills of the field service and service desk team
•    Support the Operations Manager in developing competence programmes for senior staff and management team as required

General Administration


•    Give presentations and generate reports for the reference of the company and the directors as required pertaining to your PA’s.
•    Complete all Autotask Administration in a timely manner
     -  Entering time and expenses as they occur
     -  Review and approving the field service and service desk team’s time and expense sheets 
     -  Entering all work as activities, service tickets, or project tickets. 
•    Ensure all related administration associated with your role is completed in a timely fashion

Minimum Qualifications


•    Technical Qualifications to Degree level or equivalent experience
•    Experience in staff relationship development and reporting to C-Level management 
•    Strong managerial and leadership skills
•    Excellent communication skills across all main stream mediums

 

Package: Salary Depending on Experience, Mobile Phone, Laptop

Applcation Deadline: 27/01/2023

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INET Computer Solutions in Numbers

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