Field Service Manager

CompuCom Systems, Inc. provides end-to-end managed services, technology and consulting to enable the digital workplace for enterprise, midsize and small businesses. CompuCom delights with individual experiences, drives workplace collaboration and productivity, and delivers operational performance and efficiency.

CompuCom enables our clients to focus on what matters most – their customers and their businesses. To do so, we employ a customer-centric, hard-working, and talented group of people. Join the team today by applying to the following role: Field Service Manager

The Service Line Manager (SLM I) for Customer Field Services (CFS) is a first-line manager providing leadership, mentoring, and guidance to leveraged field or dedicated onsite Associates within an assigned geography. The SLM resides within 1 of 5 regions of the CFS and aligned under CompuCom’s delivery organization. The SLM I will report directly to a Senior Service Line Manager (SLM II) or the Regional Director (RD), and maintains an assigned area geography or a specified customer delivery responsibility.

The SLM I directs and/ or controls the activities of specified account functional areas or service groups, mentors, trains, and provides professional guidance to team members, designs and builds operational network of resources for assigned geography or account that supports best practice service delivery processes, maintains cost efficiencies, and provides an enhanced customer service experience, assists SLM II or RD with goal and vision development, and aligns organization in support of CompuCom strategy implementation across the geography and resource pool.

• Manages the CFS personnel performing on-site routine services via staff aug, managed services, or leveraged dispatch services.
• Provides oversight to technical teams and associated management performing installation, maintenance, and repair.
  • Leads a team of approximately 45 - 55 CFS technicians.
  • Ensures company policies and procedures are followed by the team members.
• Builds a flexible, scalable, and intelligent service area design in order to drive delivery attainment and outstanding customer service experiences resulting in meeting and/or exceeding contracted Service Level Agreements.
• Interviews, hires, and trains new Associates.
• Builds a team that consistently demonstrates outstanding customer service experience.
  • Assists in goal setting, skill enhancement and performance reviews.
  • Investigates and resolves issues resulting from substandard performance.
  • Provides support and guidance to staff to ensure timely delivery of quality customer services.
  • Works to mitigate the impact of service failures and improve quality processes.
  • Ensures all customer issues are satisfactorily resolved.
  • Delivers to or exceeds customer contractual expectations.
• Provides training to service staff as needed.
  • Ensures that the resources are properly trained to meet service objectives.
  • Oversees the scheduling and training of CFS technicians.
• Maintains sound knowledge and understanding of current methodologies, technologies, services and tools.
  • Designs, improves, and supports established and emerging best practices for incident management, demand capacity load balancing, and technology employment.
  • Develops proficiencies in case management systems for self and subordinates.
• Provides professional client interaction in multiple roles.
  • Manages and resolves issues internally through coordination with other Business Units (BU).
  • Addresses customer enquiries, resolves issues and obtains customer feedbacks proactively.
  • Provides sales support as required to present CFS capabilities to existing or prospective clients.
  • Represents CFS to select clients as a Single Point of Contact for CFS process improvements, escalated communications, and escalation resolution.
• Manages Continual Service Improvement through detailed operations reviews:
  • Monitors and builds improvement plans around Key Performance Indicators (KPI)
  • Builds communication plans and mentors CFS technicians with deficient KPI performance
  • Continually refines delivery design for assigned service geography or customer account
• Maintains working knowledge of the BU general financial rules around P&Ls, Revenue and Cost Accruals, Billing Cycles, and Expense Management
  • Provides cost estimates, forecasts, and actuals as required during financial reviews
• Understands Human Resource guidelines, payroll rules, national regulations, and local laws in their assigned geography ensuring payroll, overtime, and HR related procedures are adhered to in the best interest of the company.
• Travels within assigned markets developing technician capabilities; other duties as assigned

● BS/BA (preferred, not required) in a related field or equivalent 5 years of service industry experience, preferably in a field service organization.● Out front leader: Strong interpersonal communication and presentation skills with ability to work independently and travel (30%).● Visionary and change manager with enhanced analytical and problem solving skills.● Possesses strong business acumen for BU general financial rules inclusive of P&Ls, Revenue and Cost Accruals, Billing Cycles, and Expense Management.● Possesses a broad working knowledge of IT systems; exhibits professionalism and diplomacy at all times.● Highly developed organizational skills with ability to prioritize, plan, and execute tasks within time constraints.● Successfully leverages office tools to maximize presentation and organization skills (Google Suite, Office Products).

CompuComis committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.