Role : Responsible for identifying, scheduling, maintaining and coordinating workflow within the assigned LST (L ocal S ervice T erritory), supervising the local Field Service technicians within the LST, respond to escalations of service from FSTs in the LST, and perform own field service technician regular duties within the region. Responsibilities and Duties: Prepare work to be accomplished within assigned LST by gathering and sorting field service documents Complete operations within assigned LST by: developing and maintaining shift schedules; assigning work and monitoring daily call volumes within LST, ensuring SLAs are met; gathering monitoring and returning resources required within LST; implementing performance productivity standards; resolving operational problems and being available as a point of contact for escalation within the LST; maintaining reference manuals and directives for LST; implementing new processes and procedures within LST Maintain workflow by sorting and delivering information from Regional Service Manager; Assist with completing, processing and submission of LSTs timesheets and inquiries Contribute to effectiveness by identifying ST and LR issues that must be addressed within LST, providing information and commentary pertinent to deliberations; recommending options and courses of action; implementing directives from Regional Service Manager Maintain continuity within the work team by documenting and communicating actions, irregularities and continuing needs Complete service by training and guiding FSTs to accomplish LST, regional and corporate objectives. Assist with training on existing and new solutions, procedure, employee operations, safety, Parts Logistics Attend daily open call report meeting, weekly FGL Regional Meeting and host local team meetings. Meet technicians onsite for daily follow ups and touch points Occupational Requirements: Technical Requirements: CompTIA A+ Certification Minimum university degree with major in information technology or a related program Minimum 5-7 years of experience working in IT field services, with broad exposure to a variety of software and hardware technologies, or equivalent experience Experience working in a retail environment with POS systems is required Experience working with remote management software is an asset Experience in troubleshooting cabling, hardware and network related issues in the field Familiarity with network equipment (routers, switches, desktops, printers, servers etc.) Must have and provide company with valid drivers license and clean abstract for use of company vehicle for travelling to customer sites to provide service Ability to operate hand and power tools (i.e. drill) Proficient computer skills and solid knowledge of computer networking Personal Requirements: Excellent prioritizing and communication skills Ability to travel to customers sites on short notice over extended periods of time Ability and availability to work revolving day/night 24/7 shifts, rotational stand-by and on-calls to respond to operational requirements. Must be able to lift up to 75 lbs.
Job Title
BFG Enterprise Services | Field Service Technician- Team Lead (Ottawa)