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Healthcare / Hospital - Lead Field Technical Support Specialist - Modesto or San Luis Obispo, CA

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Date: Jun 12, 2021

Location: San Luis Obispo, CA, US

Company: NTT DATA Services

Req ID: 122668 


NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.


We are currently seeking a Lead Field Technical Support Specialist to join our team. This role will provide technical support to major hospital facilities within the Modesto and San Luis Obispo, California areas.  This role will also be required to travel in the local area, as needed, to support affiliated ambulatory clinics and physician practices.


NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.


Job Responsibilities Include:

  • Directly / indirectly oversees the work performed by a small field support team or a small supplier relationship
  • Reinforces strategy, goals, and metrics for field repair and maintenance
  • Manages and drives deployment & sustaining field operations, including escalations and expedites
  • Coordinates field technical training and service readiness for new products, sustained programs, and special projects
  • Develops and implements process improvements to field operations, including tool implementation
  • Represents Field services to customers
  • Manages process controls and standardization
  • Monitors KPI regarding Ticket Volume and Performance
  • Oversees the Daily Management of Root Cause Analysis Program Efficiency of Field Technicians
  • Establish and maintain close working relationships with the Field Services Manager, Field Service Team, PMO, and Client Points of Contacts


 Basic Qualifications:

  • Minimum of 5 years of experience running / project managing field service projects in the IT industry
  • Minimum of 1 year of experience leading field technical support teams


Preferred Skills:

  • Hands-on knowledge in service delivery, help desk support, desk side support, knowledge management, and systems integration
  • IT Hardware Deployment Project Management Experience
  • Experience in customer relations
  • Experience & proven ability to monitor field service operational work / production results
  • Requires ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals
  • Good negotiation skills when interacting with 3rd party suppliers
  • Ability to interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Venders)
  • Excellent interpersonal skills and ability to work collaboratively in a team environment
  • Effective organizational and administrative expertise with strong attention to detail and reporting deadlines
  • Ability to handle several projects simultaneously, either individually or in a team setting
  • Proficient in Windows-based computer environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook


About NTT DATA Services


NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.


NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.




Nearest Major Market: Bakersfield
Nearest Secondary Market: San Luis Obispo

Job Segment: Technical Support, Consulting, Developer, Solution Architect, Project Manager, Technology