Job Description

Secure your tomorrow with Unisys: A great place to learn and grow your career! At Unisys, every associate makes a difference. Here, you have the opportunity to learn new skills, apply your expertise, explore local and global challenges, and solve complex technology issues with creative solutions and diverse teams. You are part of a team that drives change and delivers results on a daily basis. Our success is a direct result of our people.
Key Qualifications
* BA/BS degree in Business or related field.
* Typically 8-10 years of progressively responsible experience.
* 7+ years of customer service experience.
* 5+ years of experience in management/leadership.
* Experience managing a team and supervising professional staff.
* Proficient with MS Office, including Word and Excel.
* Exceptional written and verbal communication skills.
* Excellent customer service attitude and a professional telephone manner.
* Strong attention to detail.
* Strong analytical and problem-solving skills.
* Experience using metrics to drive efficiencies.
* Ability to work well within a team environment.
* Ability to effectively identify and resolve customer service problems and questions.
* Experience using CRM, Sales Force, Field Services Management Software Platform (E.g. ServiceNow)
Key Responsibilities
* Develops and implements operational policies within region.
* Partners with the management team to align field services policies and systems with the company's objectives and client contracts.
* Collect and evaluate metrics daily, weekly, and monthly for resource forecasting, monitoring of customer service activities, and evaluating of internal process needs.
* Provide internal stakeholders (such as Client Executives, Service Delivery Managers, and the executive team) summary information regarding customer service metrics and key activities per client.
* Oversees customer issues and ensure effective and long-term problem resolution.
* Develops and implements procedures pertinent to the effective and efficient operation of the Field Services organization within region.
* Monitors programs and procedures to ensure timely support and customer satisfaction.
* Maintains in-depth working knowledge of Unisys systems and processes.
* Sets performance standards to meet service goals of company.
* Coaches Field Engineering Team in order to achieve high performance.
* Provides feedback and leads resolutions to the company regarding service failures or client concerns.
* Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
* Responds to customer inquiries and problem solving in a professional and effective fashion.
* Performs other related duties as assigned.
* Posted 30+ Days Ago
* Full time
* REQ500144
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