DirecciónWhat success looks like in this role:
Hybrid position in Mexico City or Monterrey.
The Global Field Service Tower Lead role enhances customer satisfaction by ensuring effective contractual service delivery from Field Service and acts as an advocate for the account(s) assigned, while ensuring superior financial performance. The Global Field Service Tower Lead is closely aligned to the Service Delivery Executive/Service Delivery Manager and to the needs of the client. The role serves as an interface point for issues related to current services and is accountable for improvement opportunities in the Field (CSIIP). Additionally, the Global Field Service Tower Lead will be accountable for SLA, Cost, and CSAT performance globally. Further, he/she will interface across the Service Towers around the globe, to deliver a solid experience to the customer.
- You will have the opportunity to actively participate in client status calls.
- Ensure continuous process improvements to support improved performance levels.
- Responsible for account cost management as related to the FS operations (including Logistics)
- Responsible for CSAT as it relates to Field services Ensure new services are supported consistently across Field Services, working closely with program manager of new projects, thus ensuring effective change management resulting in readiness for execution.
- Manage and improve the costs of delivering Field Service Collaborate with Service Delivery Executive/Manager to ensure customer satisfaction and contractual service level attainment, while meeting financial goals.
- Collaborate across Service Towers in handling and responding to client issues, account problem analysis and making requested service improvements.
- Act as the primary point of contact for Field Services’ CSIIP activities to the client.
- Serve as the Field Service expert to the Program Management Office – Supports the Client Account Executive.
- Tools and Technologies: Office/Oulook
- Team environment: You will be in charge of a minimum of 7 people and Indirectly all the team in Mexico Field Services.
You will be successful in this role if you have:
- Bachelor's degree in IT area.
- Strong Field Service background with at least 5 years leadership experience.
- Fluency in English is required.
- Success in working in a global environment.
- Analytical skill.
- Demonstrated ability to lead a cross-functional, multi-location team.
- Business and Financial Acumen.
- Ability to manage people effectively; strong leadership skills.
- Demonstrated success in the management of projects Experience in the use of process design and re-engineering techniques as well as project management methodology, including familiarity with strong ITIL concepts and best practices.
- Willingness to travel.
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