Field Support Manager

1 week ago


Riyadh, Ar Riyāḑ, Saudi Arabia Infosysta Full time

Job Title: Field Support Manager

Overview: We are seeking a highly skilled and experienced Field Support Manager to lead our field support team in delivering exceptional technical assistance and customer service. With a minimum of 10 years of relevant experience, the ideal candidate will have a strong background in field support operations, excellent leadership abilities, and a proven track record of managing teams to achieve business objectives. This role requires a strategic thinker with the ability to drive continuous improvement and ensure high levels of customer satisfaction.

Responsibilities:

1. Team Leadership and Development:

o Lead, mentor, and motivate a team of field support technicians, providing guidance and support to ensure high performance and engagement.

o Develop and implement training programs to enhance technical skills, customer service, and team effectiveness.

o Conduct regular performance evaluations and provide feedback to foster professional growth and development.

2. Field Support Operations Management:

o Oversee all aspects of field support operations, including scheduling, dispatching, and prioritizing service requests.

o Ensure timely response to customer inquiries, incidents, and service tickets, meeting or exceeding SLAs and KPIs.

o Coordinate with internal departments to resolve escalated technical issues and ensure seamless service delivery.

3. Technical Expertise and Problem Solving:

o Serve as a subject matter expert in troubleshooting technical issues related to hardware, software, and networking equipment.

o Provide hands-on support and guidance to field support technicians in diagnosing and resolving complex technical problems.

o Collaborate with product development and engineering teams to identify and address recurring issues and improve product reliability.

4. Customer Relationship Management:

o Build and maintain strong relationships with key customers, understanding their needs and expectations.

o Proactively communicate with customers to provide updates on service requests, resolutions, and preventive maintenance activities.

o Gather feedback and insights from customers to identify areas for improvement and drive customer satisfaction initiatives.

5. Quality Assurance and Continuous Improvement:

o Establish and enforce quality standards for field support operations, ensuring adherence to best practices and industry standards.

o Conduct regular audits and performance reviews to identify opportunities for process optimization and efficiency gains.

o Drive continuous improvement initiatives to enhance service quality, reduce costs, and increase operational effectiveness.

Qualifications:

  • Minimum of 10 years of experience in field support management or a related field.
  • Bachelor's degree in computer science, information technology, or a relevant discipline preferred.
  • Strong leadership skills with the ability to inspire and motivate teams to achieve goals.
  • Excellent problem-solving abilities and technical expertise in IT systems and infrastructure.
  • Exceptional communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
  • Proven track record of delivering high-quality technical support services and driving customer satisfaction.
  • Knowledge of industry best practices and emerging trends in field support management.

If you are a seasoned field support professional with a passion for leadership and a commitment to excellence, we invite you to apply for the position of Field Support Manager and join our dynamic team

Job Type: Full-time

Experience:

  • Field Support Manager: 10 years (Required)

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