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For your reference, we have included the original job posting below.
Field Service Manager
Job Number:
37710726
Company Name:
EMC
Job Location:
Roseville, CA US
Job Category:
Information Technology
Field Service Manager
Location(s) US - California - Roseville Title Field Service Manager Requisition ID 80071BR Job Description GENERAL SUMMARY Manages a group of Customer Service Engineers to maintain and increase customer satisfaction through high quality installation, repair, modification and preventative maintenance of equipment and software within an assigned geographical area. Promotes development of strong cooperative relationship with local Sales and Technical Operations organizations. PRINCIPAL DUTIES AND RESPONSIBILITIES Manages and coordinates field operations for all Customer Service functions within geographically defined district. This includes meeting defined district goals and objectives. Forecasts personnel requirements through maintaining effective communication with Sales, Professional Services and other Service organizations. Directs the efforts of a diverse group of Technical and Service Account employees engaged in the oversight, installation, repair, modification and preventive maintenance of equipment, networks and software. Performs efficient spare parts management in area of control. Responsible for assuring the accurate and timely administration and reporting of customer account activities utilizing both local and corporate systems resources and databases. Maintains customer files and office records of all local service activities. Maintains awareness and is personally involved in the management and resolution of customer situations and equipment and software problems. Acquires technical support as needed to minimize equipment downtime. May frequently negotiate with peers to facilitate allocation of resources to speed problem resolution. Schedules installation and service calls as required. Insures that the Installation Planning Document is completed for all installations. Monitors all local customer service actions to assure they are clearly communicated to all involved parties in a timely manner (Customers, Technical Support, Sales, Professional Services and other Service personnel). Assists Sales in presenting EMC to potential customers. Resolves account management problems. Provides Strategic Account interface as assigned. Ensures high degree of customer satisfaction through both direct and indirect contact. This will include maintaining close customer contact during the resolution of problem situations. Valid driver''s license and reliable automobile. Must carry a pager, travel required for customer contact. Assigns account responsibilities effectively utilizing all available resources. Implements both Corporate and Customer Service policies and procedures and recommends revisions based on local business needs and areas of expertise. Manages direct reports. Conducts salary and performance reviews. Coaches. Guides the creation and implementation of individual career development plans. Schedules training for Customer Engineers as needed. Communicates and enforces all EMC policies and procedures.
EMC Proven Professional Certification desired SKILLS Communication skills. Organizational skills.
