*we believe in better!*
we are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our core beliefs. Simply put, we believe in better lives. Join us!
*learn more about unisys and our key solution offerings*:unisys, stealth, cloudforte®, inteliserve
*what success looks like in this role*:
- develops and implements operational policies within region - partners with the management team to align field services policies and systems with the company's objectives and client contracts - collect and evaluate metrics daily, weekly, and monthly for resource forecasting, monitoring of customer service activities, and evaluating of internal process needs - provide internal stakeholders (such as client executives, service delivery managers, and the executive team) summary information regarding customer service metrics and key activities per client - oversees customer issues and ensure effective and long-term problem resolution - develops and implements procedures pertinent to the effective and efficient operation of the field services organization within region - monitors programs and procedures to ensure timely support and customer satisfaction - maintains in-depth working knowledge of unisys systems and processes - sets performance standards to meet service goals of company - coaches field engineering team in order to achieve high performance - provides feedback and leads resolutions to the company regarding service failures or client concerns - works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices - responds to customer inquiries and problem solving in a professional and effective fashion - performs other related duties as assigned.
*you will be successful in this role if you have*:
- bachelor's degree in business or it related field - 8-10 years experience in it roles of progressive responsibility - 7+ years of customer service experience and 5+ years of experience in management/leadership - experience managing a team and supervising professional staff - proficient with ms office, including word and excel - excellent and verbal communication skills - excellent customer service skills and a professional telephone manner - strong analytical and problem-solving skills with strong attention to detail - experience using data and metrics to drive efficiencies - ability to work well within a team environment and to effectively identify and resolve customer service problems and questions - experience using field services management software platforms such as servicenow, etc.