Assoc Tech GFO

What Success Looks Like In This Role

• Gains familiarity with Global Field Operations concepts, procedures and methodologies.
• With guidance, performs routine Global Field Operations duties, including:
• Receiving and responding to client and Field Engineering members requests,
• Creating, validating, and tracking service tickets within Unisys Dispatch Field Force Management system / tools,
•  o Booking client appointments,
•  o Access service arrangement,
•  o Coordinating of essential parts,
•  o Maintaining call center, and
•  o Monitoring service level agreements (SLAs), and
•  o Communicating with cross-functional teams to ensure a fluid and cohesive process.
• Learns and complies with Global Field Operations practices and policies.
• Learns Global Field Operations enhances levels of client satisfaction.
• Assists with special projects as assigned.
• Reconcile SLA calls, make sure performance reporting is accurate
• Analyze SLA reports, determine root causes of misses and identify best practices
• Action responsible organizations to correct service delivery problems
• Track performance for improvement
• Escalate open calls where necessary
• interface with the client and bring escalations to them due to their activities or procedures
• Monitoring all tickets within assigned unit(s)
• Assessing SLA commitments and material availability
• If material is available, assigning labor
• Monitoring calls to closure
• Dynamically reallocating labor and material to meet requirements
• Verifying unique call closure and material return requirements are met
• Escalating issues, collecting and distributing missed SLA data as required
  

You will be successful in this role if you have:

• High School diploma (Associate's Degree or professional certification(s) preferred).
• Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level.
• 6 months Customer support experience