Manager, home based (Ciudad de México)

Overview

Manager - Field Services: 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.

Responsibilities

• Conduct Client Field Services Meeting.
• 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 Quality (CSAT, Process Compliance, etc.).
• Coordinate Field Service Tower Integration activities (Service Desk, Desktop Engineering).
• Sta...