Lead Technical Global Field Operations

What success looks like in this role:

• May coordinate field activities for large and small teams. • May implements assigned training and performance directives. • Supports facets of service delivery for assigned programs or territories. • Performs as account relationship manager of regional accounts within the Service Desk. • May perform asset management coordination within field services operations, service desk and enterprise computing • Maintains timelines of deliverables, coordinates resources and ensures compliance with all budgetary constraints.

• Ensures the highest level of support for escalated client and/or Field Services inquiries.
• Manages and tracks dedicated engineer utilization.
• Resolves difficult and often unique client and/or Field Services questions and complaints.
• Reviews Field Engineer ticket assignments and scheduling.
• Serves as liaison between clients, various departmental stakeholders and leadership.
• Ensures that appropriate records, required reports and related administrative functions are accurate and up to date.
• Works with leadership to understand trends and perform root cause analysis of recurring issues and systemic problems.
• Defines and leads the implementation of Global Field Operations centralized / standardized process improvement initiatives through established change control processes.
• May assist in training new Global Field Operations team members and provide ongoing support and guidance to existing team members.

• Gains familiarity with Global Field Operations concepts, procedures and methodologies.
• With guidance, performs routine Global Field Operations duties, including:
• Receiving and responding to client and Field Engineering members requests,
• Creating, validating, and tracking service tickets within Unisys Dispatch Field Force Management system / tools,
•  o Booking client appointments,
•  o Access service arrangement,
•  o Coordinating of essential parts,
•  o Maintaining call center, and
•  o Monitoring service level agreements (SLAs), and
•  o Communicating with cross-functional teams to ensure a fluid and cohesive process.
• Learns and complies with Global Field Operations practices and policies.
• Learns Global Field Operations enhances levels of client satisfaction.
• Assists with special projects as assigned.
• Reconcile SLA calls, make sure performance reporting is accurate
• Analyze SLA reports, determine root causes of misses and identify best practices
• Action responsible organizations to correct service delivery problems
• Track performance for improvement
• Escalate open calls where necessary
• interface with the client and bring escalations to them due to their activities or procedures
• Monitoring all tickets within assigned unit(s)
• Assessing SLA commitments and material availability
• If material is available, assigning labor
• Monitoring calls to closure
• Dynamically reallocating labor and material to meet requirements
• Verifying unique call closure and material return requirements are met
• Escalating issues, collecting and distributing missed SLA data as required
• Being the single point of contact for program office and other relevant teams

You will be successful in this role if you have:

• Bachelor's degree, minimum of three years of service delivery support experience. • Prior experience working in hardware break and fix, installation, customer support and stakeholder support. • Has some experience supporting teams of customer engineers in either specific installation or equipment refresh projects or ongoing break and fix support. • Knowledge of tools such as FSM and SFS. • Ability to work with technical documentation, statements of work, and contract requirements. Ability to work with team members, peers and external clients. • Must be able to work to specific service level agreement (SLA) requirement. • Familiarity with Microsoft office suite, project management tools ,and standards. • Should demonstrate strong teamwork, effective time management, and the ability to efficiently handle multiple tasks in a dynamic work environment

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.