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Manager - Field ServicesNEC Australia
Manager - Field Services Location VIC - Melbourne Requisition Number 9120 Apply Now (https://phh.tbe.taleo.
net/phh04/ats/careers/v2/applyRequisition?orgNEC&cws40&rid9120) NEC has a century-long history of innovation and for over 50 years in Australia, NEC has built a sophisticated technology and anything-as-a-service company which brings together the best technology and the smartest people driving customer service excellence. With a major focus on Public Safety, we deliver a complete portfolio of ICT solutions and services to large enterprise, small business and government customers. We are now looking for a Manager - Field Services to join our winning team.
The role is responsible for the day-to-day management of the Field Services team. The team consists of both NECare maintenance which focuses on servicing existing contracts and the Installation Technicians which conduct installations for new contracts. This position also responsible for selecting and managing the regional sub-contractors that NEC engage.
Key Accountabilities People management - Day to day management of the field service team including sub-contractors. Responsibilities include managing resource utilisation, performance management, recruitment, training and ensuring service level agreements are adhered to through service response and resolution - Run monthly reports to identify response and utilisation for all staff and sub-contractors. Review reports and address where performance is not at required level Provision of installation quotations - Provide customers with timely and accurate quotes for all installation projects, including the scope of work, resource requirements, equipment, price and timeframe Technical support - Act as an escalation point for the field service team for more complex technical queries and issues - Provide technical guidance to internal stakeholders including the Sales team (for client proposals/winning projects) and existing clients Project delivery and coordination - Scheduling installations and other projects to ensure appropriate resource utilisation - Manage the delivery and coordination of repairs, installations and other projects Quality assurance management - Ensure field service team are compliant with quality assurance processes and procedures - Educate team of changes to processes and of best practices and ensure practices being carried out within the team will meet the SLAs - Update work instructions and processes as required Knowledge, skills and experience relevant to this role: - Experience and sound understanding of the telecommunications field especially NEC PABX and KTS systems - Minimum 7 years' experience managing a field service team within the ICT industry - Knowledge and experience with preparing quotations for clients - Demonstrated organisational and project management skills, with the ability to manage competing priorities to meet tight deadlines - Ability to listen to and understand customer needs and respond accordin....