Manager - Technical Services - Field Support at Wichita

Job Description

Perform various tasks related to the management of the Field Service Organization. This would include design and planning of the implementation, training and continuing support of the computer equipment of Pulse’s clients including, but not limited to:

• New Clients – Participate in a management and directing role for:
  • Network Planning and Design
  • Hardware and Software Installation
  • Hardware and Network related Training
  • Follow-up to assure client satisfaction and proper and full utilization of the implemented network
• Existing Clients:
  • Continuing Hardware and third party software support to ensure that clients are properly utilizing the system and taking full advantage of its features
  • Assist in the implementation and training on product upgrades and new products
• Training – you will be required from time to time to attend training sessions offered by the company to improve your knowledge of existing products as well as product upgrades and new products
• Assisting other Pulse employees in carrying out their tasks relating to software, hardware, network or other needs
• Provide Help Desk Hardware Technician guidance as may be required
• Provide feedback to Pulse regarding improvements and/or innovations

 

This position also include the following supervisory responsibilities:

• Schedule and coordinate client installation and support activities
• Assure staff adherence to policies and procedures
• Establish and monitor performance metrics for the field service team
• Complete annual performance reviews of subordinate staff
• Report to the VP – Client Services on the status and activities of the Field Support Technicians
• Review, approve and supervise equipment purchases

• Other tasks as may be assigned from time to time

 

Travel can be expected with overnight stays when required based on the client and reporting employee needs

 

Overtime work may be required due to various factors including (i) work load requirements; (ii) tasks that must be completed before or after hours in order to accommodate the clients’ schedules; and (iii) travel in order to maximize your time at a client’s office.  There is no way to predict when the overtime will occur, whether during the week or on the weekend.

Job Requirements

• Customer Service skills – this position is a highly visible, client-facing position with daily communication between the Field Support manager and clients engaged in current projects or support issues. Candidate must have excellent communication skills, a proven track record of problem resolution methods, and deliver an attitude of empathy and confidence.
• Project and Resource Management – this position will require strong project management and resource management skills to develop project plans, forecast resource availability, track tasks and hours, identify scheduling conflicts, report billable and non-billable time, and communicate with customers on a regular basis.
• 5+ years Management experience in a Technical environment.

• Bachelor’s degree preferred
• Travel 25-50%.

Country: USA, State: Kansas, City: Wichita, Company: Pulse Systems Inc.