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Field Tech Associate Director - Thousand Oaks, CA

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Date: Dec 4, 2021

Location: Thousand Oaks, CA, US

Company: NTT DATA Services

Req ID: 156286 

 

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 Field Tech Associate Director to join our team in Thousand Oaks, California (US-CA), United States (US).

 

The Field Tech Associate Director will work with a fast-paced global leader in IT Services, helping to ensure our client’s field services support operations are optimized and reliable, and that disruptions are quickly and efficiently resolved.  

 

**This role requires working onsite daily at our client's facility in Thousand Oaks, CA, and requires employee to be fully vaccinated on or before start date, to the extent required by applicable law.

 

Job Responsibilities:
- Manage a staff of professional team members or manage a team through lower-level supervisors
- Work within general policies and management guidance
- Independently determining approach to managing daily operations
- Provide guidance and technical advice, becoming actively involved as necessary
- Lead the senior relationship with select group of suppliers
- Support service level improvement and management of field service teams and suppliers
- Resolve escalations to maintain strong client experience levels
- Execute the operations plan
- Establish and maintain close working relationships with the Client Delivery Executive, Team Leads, Field Service Team, PMO, and Client Points of Contacts
- Set strategy, goals, and metrics for field repair and maintenance
- Coordinate 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.
- Monitor KPI regarding Ticket Volume and Performance
- Prepare documentation to record and track issue resolutions
- Lead the efforts of others in the achievement of the strategic and operational objectives of the group
- Manage the hiring, staffing and maintaining of a diverse and effective workforce
- Develop and administer schedules, objectives, and goals
- Delegate clearly and consistently
- Independently determine approach to managing teams and daily operations
- Provide guidance, constructive input, and motivation to team
- Responsible for career development/planning, performance and pay discussions of team members

 

Basic Requirements:
- 8+ years field tech support experience
- 2+ years managerial/leadership experience
- Experience with Remedy, ServiceNow, or other IT ticketing tool
- IT Hardware Deployment Project Management Experience 
- Experience monitoring field service operational work / production results

 

Preferences: 
- Experience working with global teams
- Experience working in IT Outsourcing and Managed Services organization
- ITIL certification
- Project Management Professional (PMP) certification

 

 

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. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.


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