Position Title: Field Service Manager : Join our vibrant team : NCE Careers
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NCE Careers

At NCE, our success comes down to the people who work for us. That’s why we work to create a supportive environment that encourages development and career progression throughout our organization. If you want to be part of a team that’s at the cutting-edge of customer service solutions for the technology industry, then NCE offers a great place to start, or further, your career.

Position Title: Field Service Manager

NCE Computer Group is looking for a Field Service Manager to join our team. The Field Service Manager is responsible for the field support and care of NCE customers. This position reports to the V.P. of Global Services.

Scope of Responsibility:  

Knows the formal and informal departmental goals, standards, policies and procedures that may include some familiarity of other departments. Is sensitive to the interrelationship of both people and functions within the department. Provides on-site field support for customer service calls that results in the resolution Customer’s Computer Hardware problems.

Responsibilities:

  • A working manager role
  • Provide leadership skills and direct supervision of assigned direct reports
  • Ensure evaluations are complete for direct reports
  • Ensure direct reports are meeting SLA for current customer base
  • Provide timely and efficient response to customer initiated service call.'
  • Resolve customer service issues quickly and efficiently
  • Provide Customer Care Representative with timely
    • ETAs
    • Call Status
    • Part Orders
  • Respond quickly to down equipment and escalated service calls
  • Provide basic and advanced hardware/software troubleshooting proficiency
  • Ability to provide tech support for direct reports and peers
  • Takes a proactive approach to ensure customer satisfaction
  • Assigns duties to direct reports as required
  • Maintain a professional appearance (ie: dress code, attitude) to meet customer expectations
  • Manage Call Centre personnel and activities including appraisals, mentoring and disciplinary issues (UK Staff Only)

Responsibilities are not only limited to the duties listed above. The daily responsibilities may change as directed by Director of Global Services or NCE Management.

Decision Making:

  • On a regular and continuous basis, exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.

Communication:

  • Exchanges non-routine information, using tact and persuasion as appropriate, requiring good oral and written communication skills.

Experience:

  • Eight years related work experience required.
  • Proficiency in Computer Hardware and Data Storage products
  • Proficient in the use of software applications, databases, spreadsheets, MS Word.
  • Experience in a leadership and/or senior supervisory role.

Certifications:

  • ComTIA A +, N + and Server + required

This is a full-time position with benefits. Salary dependent on experience. Please include your salary history on your resume. You must be able to pass a seven year criminal/DMV background check and a drug screen.

Submit resume with salary history to: hrdept@ncegroup.com

About NCE Computer Group
NCE Computer Group, a global service provider specializing in Data Center Service and Repair solutions. Since its inception in 1981, NCE prides itself on delivering superb customer service covering a vast array of equipment while emerging as a leader in the Data Storage and Server repair industry.

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