Field Services Associate Manager

2 weeks ago

Mumbai, Maharashtra, India Unisys Full time

What success looks like in this role:

Roles & Responsibilities :

Manage the deliverables agreed with client in terms of SLAs & KPIs. Manage the Unisys & Partner resources deployed onsite Weekly / monthly governance meetings with client. Ensure team - Configure, allocate and handover an end user computing device to a new user and provide basic orientation about local IT environment and policies. Support local IT team during IT business days, IT business walks and IT education sessions being conducted for end users by CLIENT IT team. The IT business days and education sessions are in -person interaction with user community at various offices and plant sites. Guiding/training and support for MS team meetings and Microsoft teams ready meeting rooms. Guiding users on proper usage of IT equipment in Production IT systems like label printers, hand-held equipment, touch screens, etc Training/guiding users on usage of various printing facilities Training / guiding users on usage of SharePoint, one-drive, access review and management of their data, etc

Reporting :

Share daily / weekly / monthly reports as agreed Asset Management - updating the tracking sheet, ensuring no device is lost, misplaced or damaged. Physical Asset verification of all IT assets on Yearly Basis. Record all Installation, Movement, Add and Change (IMAC) Update ServiceNow portal for new Installations, Moves, Adds or Changes [IMAC] within 2 days of the activity (Activity is after IMAC).

Vendor Management :

Coordinate with CLIENT vendors related to procurement of all the IT equipment and services including end user devices like laptops, desktops and mobiles or related accessories. Perform the activity in a manner that the SLAs for request management are met. Manage the vendor resources deployed at Henkel sites. Ensure that there is no delay in support and SLAs are met. Weekly cadence call with Vendors

You will be successful in this role if you have:


• Associates degree in business or IT related field.
• 8 years field service experience, 4 years in a supervisory role
• Experience managing a team and supervising professional staff
• Proficient with MS Office, including Word and Excel
• Excellent written and verbal communications skills, customer service skills and a professional telephone manner
• Strong analytical and problem-solving skills with strong attention to detail
• Experience using data and metrics to drive efficiencies
• Ability to work well within a team environment
• Ability to effectively identify and resolve customer service problems and questions
• Experience using field services management software platforms such as ServiceNow, etc.
•Diploma in is added advantage
•Police or criminal background verification may be required

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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