Candidates for this opportunity must have significant field management experience, plus broad awareness of other support services functions within a systems support product environment. Candidates should have further proven leadership skills, capabilities to successfully manage difficult customer situations, a thorough understanding of successful coordination of remedial service delivery when working with sub-contract and self-maintainer customers, a broad awareness of trouble ticket management systems, logistics and spare parts processes and procedures, and a solid understanding of the complete product life cycle support requirements for the Field Engineering and Technical Support Teams.
Work with customers to define plans and expectations for the resolution of field issues.
Reviewing the work of Field Service Engineers who are assigned to customer locations for system repair/installation assistance.
Monitor and ensure the issuance of parts/components required in the performance of field service work.
Manage the day to day customer relationship to insure satisfaction is achieved through IRSC’s performance of remedial maintenance and other on-site project work.
Work internally with production and engineering to support procedures intended to find the root cause of failures in returned products.
Manage the content of the Sales Force trouble ticket database, to ensure the timely update, closure and analysis of all ticket activities.
Manage the timely escalation of difficult cases to engineering, and be responsible for communication of problem resolution status with customers.
Coordinate with the development engineering teams to gather information for development of field support capability.
Determine opportunities for and design the plan to achieve development of appropriate product performance and fault isolation diagnostics.
Evaluate the need for support testing and analysis equipment necessary for commissioning, diagnosis of performance degradation and / or failure conditions, and for optimal performance evaluation in field environments.
Coordinate the new hire training program for field support personnel.
Determine and recommend a process for initial and ongoing evaluation of customer satisfaction in the installation and turn up and ongoing support phases of customer relationships.
Participate in the management of relationships with support partners and other subcontractors for repairs and other customer facing activities.
How to Apply?
If you are interested in this vacancy and your abilities match its qualifications, please send your C.V to ” [email protected] “ with the reference number in the email subject.