Jobs in Philippines

Key Skills
"Field Services Manager", "Field Services", "Customer Service"Function
Customer Service/ Call Centre/ BPO Industry
• ITES/ BPO/ KPO • IT/ Computers - Software • Any Field Services Manager, Philippines

About Company
Welcome to a new world of interaction; where you can serve your customers how, when and where they choose across point of service, mobile and online channels. Our goal is to enable partners to run their businesses faster and more efficiently than ever before. It's possible to achieve this when you partner with NCR. Learn how our legacy of breakthrough continuous innovation and global reach can transform your business. Embrace the future of self-service technology with NCR.

Job Description:

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

We are looking for a dynamic and energetic leader to strengthen our Customer Services organization in Philippines. The person would report into the Customer Services Director.Position provides management and coaching support to employees in a designated territory within an area in order to meet customer Service Level Agreements (SLA); Monitor SLA performance against target for territoryManages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfactionResponsible for developing employees, promoting teamwork, and fostering open and effective communications; Effectively controls expenses and assigned assetsDevelop and maintain working relations with key customers in designated territoryAdvise customers about service and service delivery, including maintenance agreements and SLAs; Respond to customer opportunities, issues and complaints in a timely mannerDevelop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, Service Coordinators, etc.)Perform root-cause analysis and preventive measures for repeated escalations; Analyze issues for missed targets and implement corrective actions; Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the Service CoordinatorEnsure an environment that promotes effective communications, positive employee relations and teamwork; Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievementsMonitor performance improvement issues and provide appropriate coaching and counselingExecute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basisPlan and manage vacation and training schedules effectively to meet daily availability goals; Promote and manage time-and-material (T&M) activities;Manage expenses effectively (overtime, parts, and assets)Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned personal part kit (PPK) and loaned (issued on a work order); Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments; Contribute to the review and revision of appropriate parts inventory levelsConduct on-going, open communications with assigned Field Services Coordinator (FSC) on a daily basis; Support the FSC Service Coordinator in managing SLA performance; Consult with the FSC Service Coordinator on service delivery escalation, both proactive and reactive; Meet regularly with the FSC Service Coordinator to review and improve SLA performance and CE utilization; Consult with the FSC Service Coordinator on the best of use of resources from the territory

BASIC QUALIFICATIONS:

5-8+ years of related experience including supervisory experience

PREFERRED QUALIFICATIONS:

Previous experience as a group, team or project leader; other supervisory/leadership capacity in technical services or support is preferred

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