Field Service Manager

4 weeks ago

Leeds, United Kingdom Cognizant Full time

Job Description

This is an excellent opportunity for an Deskside/Field Services Manager ole professionals to be part of leading-edge technology projects. Cognizant’s Cloud, Infrastructure & Security Services Practice provides end-to-end solutions covering architecture, design, implementation, management, and on-going support across the entire enterprise technology infrastructure. Our services include a spectrum of management, consulting, and systems integration services to help our clients maximize value in their infrastructure resources, while optimizing infrastructure performance and cost.

Field Service Manager will act as Regional Services Manager(RSM), managing field services/Deskside Services teams spread across Europe.

Responsibilities

  • To Serve as Regional Services Manager(RSM) ensuring continuity of delivery to meet and exceed customer expectations.
  • RSM will be the Customer’ point of contact, He will be accountable for compliance with customer policies.
  • Work with Service providers and make sure that they adhere to SLA and Service provider tech provide support to Client.
  • Partner with Service desk and UX command center team.
  • Collaborates with Customer to align with processes and ensure SLA adherence.
  • Manage and lead Field service technicians for Dedicated and Dispatch sites.
  • Contribute, participate in lead account review meetings with Client leadership within a mutually agreed upon cadence.
  • Manage Deskside/Field Service technical support to client devices and coordinate with UX command center team for maintenance and break/fix activities.
  • Manage Deskside/Field Service technician resolving Incidents and Problems associated with EUC Devices and Software, and provide break/fix support, advice, and assistance to Client.
  • Field service team adhere to Client’s enterprise and workplace-specific security and data privacy policies.
  • Responsible to manage Field service team supporting the End Users by copying data, performing backups and restoring data and backups to the replacement EUC Device.
  • Manage Field service team provide updates to Incident and Problem tickets in the ticketing tool to reflect actions taken to resolve such Incident or Problems.
  • Coordinate with Cognizant’s PCaaS partner/vendor.
  • Manage HAM/SAM process for Client Devices as per agreed process.
  • Manage Assets management, reconciliation and disposal coordination.
  • Manage Monthly/Weekly reporting to Client and Cognizant governance.
  • Manage or oversee, as appropriate, all IMAC for all EUC-related Equipment, Software, and related Services at designated Client Sites.
  • Coordinate, plan, and schedule IMAC with all affected IT functions (whether the function is included within the Services provided by Provider, is a Client-retained function, or is provided by a third party).
  • Dispose of the EUC Device in a manner that is in compliance Client-specific policies and procedures.
  • Make sure Field Service team have dedicated on-site Provider Personnel who speak English and the applicable local language at Client Sites to provide EUC Services to the designated VIP End Users during local business hours as further defined in the Client ITSM Tool;
  • Manage Field service team provide Equipment support including, Desktop Devices, Mobile Devices, display screens and video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, projectors, etc.;
  • Manage Field service technician will perform a swap of the equipment or provide a loaner equipment as needed to bring the End user back to an operational status quickly and then process the defective as per the SOP (i.e. process the OEM warranty, return to the proper depot repair facility or in some cases repair onsite)
  • Provide the vendor management of OEM warranty for repair service including but not limited to corporate workstations & mobile devices – in most cases this includes preparing the defective equipment for shipment back to the OEM through the client’s onsite shipping department including dispatch sites and tracking / managing the claim through the entire life cycle.

Essential Skills

  • Proven experience as a Lead supporting Field support technicians.
  • Strong understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems.
  • Ability to diagnose and resolve basic to moderately complex end-user technical issues.
  • Customer-oriented technical professional
  • Lead support professional with experience in the IT technical support field focused on end-user support.

At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.

Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.

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