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 Qua...