Lead Technical Global Field Operations

Unisys — Bangalore, KA, India

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 agreemen

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