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Bilingual Field Services Manager (French/English)


This is a Contract position in Levis, QC posted October 27, 2021.

Job Description The Field Service Manager for Customer Field Services is a first-line manager providing leadership, mentoring, and guidance to leveraged field or dedicated onsite Associates within an assigned geography.

The Manager resides within 1 of 5 regions and aligned under CompuCom’s delivery organization.

The Field Service Manager and maintains an assigned area geography or a specified customer delivery responsibility.

The Field Manager directs and/ or controls the activities of specified account functional areas or service groups, mentors, trains, and provides professional guidance to team members, designs and builds operational network of resources for assigned geography or account that supports best practice service delivery processes, maintains cost efficiencies, and provides an enhanced customer service experience, assists the Regional Director with goal and vision development, and aligns organization in support of CompuCom strategy implementation across the geography and resource pool.

This is a remote position with the possibility of going into the office when needed.

Full COVID-19 vaccination will be required Manages the personnel performing on-site routine services via staff aug, managed services, or leveraged dispatch services.

Provides oversight to technical teams and associated management performing installation, maintenance, and repair.

Leads a team of approximately 30-35 technicians.

Ensures company policies and procedures are followed by the team members.

Builds a flexible, scalable, and intelligent service area design in order to drive delivery attainment and outstanding customer service experiences resulting in meeting and/or exceeding contracted Service Level Agreements.

Interviews, hires, and trains new Associates.

Builds a team that consistently demonstrates outstanding customer service experience.

Assists in goal setting, skill enhancement and performance reviews.

Investigates and resolves issues resulting from substandard performance.

Maintains working knowledge of the BU general financial rules around P&Ls, Revenue and Cost Accruals, Billing Cycles, and Expense Management Maintains sound knowledge and understanding of current methodologies, technologies, services and tools.

Provides support and guidance to staff to ensure timely delivery of quality customer services.

Understands Human Resource guidelines, payroll rules, national regulations, and local laws in their assigned geography ensuring payroll, overtime, and HR related procedures are adhered to in the best interest of the company.

Travels within assigned markets developing technician capabilities; other duties as assigned BS/BA (preferred, not required) in a related field or equivalent 5 years of service industry experience, preferably in a field service organization.

Out front leader: Strong interpersonal communication and presentation skills with ability to work independently and travel (30%).

Visionary and change manager with enhanced analytical and problem solving skills.

Possesses strong business acumen for BU general financial rules inclusive of P&Ls, Revenue and Cost Accruals, Billing Cycles, and Expense Management.

Possesses a broad working knowledge of IT systems; exhibits professionalism and diplomacy at all times.

Highly developed organizational skills with ability to prioritize, plan, and execute tasks within time constraints.

Successfully leverages office tools to maximize presentation and organization skills (Google Suite, Office Products).