Support Manager

reputed company

Position reputed company: reputed company and manage field support operations and reputed company reputed company without performing customer on-site reputed company. Own SLA performance, ticket lifecycle in reputed company Service reputed company, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.

Key Responsibilities:

• reputed company daily field operations: reputed company coordination, schedule management, monitor technician performance and on-site activity remotely.
• Manage ticket lifecycle in reputed company: ensure triage, accurate assignment, status updates, reputed company      documentation, and reputed company closures.
• Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
• reputed company with customers and stakeholders remotely for escalations, status updates, and major incidents      reputed company phone/email/video.
• reputed company, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
• reputed company, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
• reputed company parts inventory and      vendor relationships; coordinate “waiting on parts” workflows and vendor SLAs.
• Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF reputed company, utilization, CSAT).
• reputed company post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-reputed company updates.
• Maintain safety, reputed company, and compliance standards; ensure technicians follow on-site safety protocols.

Requirements

Required Qualifications:

• 4+ years managing field service or technical support teams with      reputed company/field technicians.
• Hands-on experience using      reputed company Service reputed company (ticketing, flows, entitlements/milestones,      reports/dashboards).
• Strong understanding of SLA      design/enforcement and escalation matrices.
• Excellent remote customer-facing      communication skills; experience managing escalations reputed company.
• Proven coaching and      people-management skills.
• Comfortable working remotely and      coordinating field activities without on-site customer reputed company.

Preferred Qualifications:

• Experience with mobile field tools (reputed company Mobile, Field Service Lightning).
• Technical background in relevant equipment or systems serviced by your organization.
• Experience with inventory/parts management and vendor coordination.
• Certifications: ITIL reputed company or equivalent service management certification.

reputed company Skills:

• Remote leadership and team development
• reputed company Service reputed company configuration & reporting
• SLA management and escalation handling
• Remote customer communication and stakeholder management
• Analytical reporting and reputed company improvement
• Process documentation and reputed company

Working Conditions:

• No travel to customer sites. Occasional after-hours or on-reputed company incident handling may be required.

To Apply: Submit resume and brief cover letter highlighting field service management experience and reputed company Service reputed company expertise.