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Area Service Manager
Our client is an excellent company to work for. They have been around for more than 30 years and continue to grow at the speed of light. They deliver third party multi-vendor maintenance for most major IT OEMs like IBM, HP, Sun Microsystems, Dell, and Cisco Systems. In addition, they support a wide variety of storage products made by EMC, Hitachi, and a variety of Hitachi branded storage
The Area Service Manager (ASM) manages field Systems Engineers (FEs) responding to customer calls to meet Service Level Agreements (SLA’s); prepares the engineers with proper training to ensure successful incident resolution; ensures all engineers conform to standard procedures and present themselves in a professional manner to the customer. The ASM is the first line of defense for supporting the local team, i.e., prior to an incident escalating to Central Engineering (CE) for help. The ASM should recognize the abilities of the team members to plan a career path. Additionally, it is the responsibility of the ASM to ensure that all paper is processed completely and accurately, on a timely basis.
Essential Duties and Responsibilities
The ASM serves as a key member within the Regional Field Service organization, responsible for:
• Staff Planning and Reviews
• Adherence to company standards
• One to three warehouses or staffing level up to 15 engineers
• Local escalations
• Warehouse hygiene
• Systems Engineer development and management
• Ensure and monitor SLA adherence on a local level
• Ensure that we have appropriate training (coverage) for skills necessary in the local market
• Inventory control oversight
• Inventory methods adherence
• Field Engineer call scheduling
• Technical Service (Spot) scheduling
• Follow up to ensure customer satisfaction
• Participate in the call rotations based on skill sets
The ASM is required to be aware of all escalated issues, be prepared to intercede where necessary and to keep the Regional Service Director informed of issues needing attention.
A background in the IT maintenance business is a requirement, as well as, a strong aptitude for people management. A successful ASM must possess a minimum of 5 years leadership background in the maintenance or similar roles.
Excellent written and verbal communication skills and management experience. Ability to multi-task in a highly technical, fast paced environment. Ability to motivate local and remote engineers
The successful ASM will be an individual with a strong attention to detail, ability to troubleshoot issues, and bring them to closure quickly and correctly
MISource, Inc. is proud to offer a comprehensive selection of benefits to our employees including
• Term life insurance
• Short-term disability insurance
• Critical illness insurance
• 401(k) retirement savings program.
MISource, Inc. is an Equal Opportunity Employer and is dedicated to fostering diversity in the workplace. MISource utilizes E-Verify.
Interested Candidates, click “Apply Now”, or contact the MISource office at the number listed below.