Found Description
Manager - Field Services
Location: Guadalajara, Jalisco (MX-JAL), Mexico (MX)
Role Responsibilities
Direct the End User Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality.
Develop Personnel
Conduct Client Field Services Meeting
Team 1 on 1 Sessions
HR Onboarding / Offboarding
Provide direct supervision to a team of professional level team members in the US.
Monitor SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs; coordinate with NTT DATA Client Delivery Executive and Client Program Owners on Daily, Weekly, Monthly Client priorities & projects.
Conduct Daily Plan of Day call with Regional Lead Technicians
Monitor and achieve SLA Performance by enterprise & client locations
Deliver Program Quality (CSAT, Process Compliance, etc.)
Coordinate Field Service To...