Service Specialist

As a Service Specialist at FPC Global, you will play a crucial role in assisting and coordinating the delivery of projects and services to FPC's clients. Your primary responsibility will be to ensure the successful fulfillment of the Scope of Work (SoW) outlined in the Agreement, Proposal, or Engagement Letter between FPC and its clients. Your duties will include providing first-level support and coordination for digital building systems, IoT solution deployment, and related smart building technologies. You will manage solution deployment tickets, incident tickets, provide updates to stakeholders, and facilitate seamless communication across teams to uphold operational standards and drive excellence across client buildings. In addition to your client-facing responsibilities, you are expected to actively contribute as a member of the Digital Buildings Services team. Your positive contributions will aid in the development of the team and the broader FPC business, working collaboratively with all FPC colleagues to successfully deliver projects and support FPC's business objectives. Key Responsibilities: - Deliver non-technical and some technical project coordinator services and projects for clients in alignment with the Proposal, Scope of Work (SoW), and Engagement Letter. Manage your workload effectively and communicate or escalate any issues to your line manager as needed. - Manage and resolve incident tickets within the centralized ticketing system, ensuring accurate documentation of issues, status, diagnostics, and resolution steps. - Track ticket progress and adhere to established response and resolution timelines. Conduct periodic reviews to identify trends, recurring issues, and areas for improvement. - Serve as the initial point of contact for internal stakeholders, providing timely updates on incident progress, issue status, and expected resolution timelines. Proactively communicate with relevant teams, vendors, and clients to ensure alignment on priorities and expectations. - Act as a liaison between the Technical team, on-site teams, and external vendors to ensure streamlined coordination on issues, system deployment, maintenance, and updates. Collaborate with cross-functional teams for response strategies and continuous improvement. - Participate in knowledge-sharing sessions, contribute to documentation, and enhance team protocols and procedures. Generate reports on ticket volume, response times, and system performance metrics for management review. - Support scheduled preventative maintenance activities, track completion, and ensure compliance with client standards. Qualifications & Requirements: - Experience: 3-7 years in a technical support, incident management, or digital operations role, preferably in IoT Solutions, Systems Integration, or related industries. - Education: Bachelor's degree or certification in IT, engineering, building technology, or a related field. - Certifications: Basic IT support or BMS-related certifications are advantageous. - Proficiency in ticketing systems, stakeholder management, coordination, communication, problem-solving, project reporting, attention to detail, and collaborative mindset. - Competency in using Google Suite and/or Microsoft Office software applications. At FPC, we offer a competitive salary and a comprehensive benefits package to reward your contributions and support your well-being. Join us to be part of a dynamic team that shapes the future, supports your growth, values balance and inclusion, and creates a lasting, positive impact on the world.,