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Metro location and mid-level role increase competition, but niche field-operations skills limit applicant pool.
Field-service and SLA expertise is industry-specific but transferable across service providers and hardware support firms.
Explicit three-year minimum plus required FSM/SFS and SLA experience creates moderate hiring rigidity.
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Coordinate field activities for teams supporting hardware break/fix, installation, and service delivery across assigned programs or regions.
Manage escalated client and Field Services inquiries, track engineer utilization, and ensure compliance with SLAs and budget constraints.
Drive implementation of global standardized process improvements and serve as liaison between clients, stakeholders, and leadership.
Bachelor's degree required.
Minimum 3 years of service delivery support experience.
Experience with hardware break/fix, installation, customer and stakeholder support.
Familiarity with FSM, SFS tools, Microsoft Office suite, and project management tools.
Experienced in managing or supporting teams of customer engineers in installation, equipment refresh projects, or break/fix environments.
Capable of working with technical documentation, statements of work, contracts, and adhering to strict SLA requirements.
Skilled at coordinating resources, analyzing SLA performance, resolving operational issues, and improving service delivery processes.