Job Description
A Fortune 500 client, within the Hospitality/Retail industry, is seeking an IT Field Service Manager to join their growing team (remote with some travel). Will be a critical member of the IT organization, specifically in the Field Services and Support groups, overseeing technical operations for multiple client accounts. These teams are responsible for delivering technology to the field, to meet the needs of the customer and maintain satisfaction. This consists of revenue-generating IT solutions, such as Point-of-Sale hardware and software (i.e. Oracle Micros), as well as the overall Infrastructure (i.e. network requirements; LAN/WAN, routers, switches, firewalls, etc), systems or applications that are related to the client's industry requirements, etc. This role acts as the "air traffic controller", the "eyes and ears", the "go-to" POC, the problem solver, etc. for the field operators/techs, clients, stakeholders, vendors, etc. Will be monitoring for incidents and ensuring resolutions, analyzing and receiving/fulfilling requests, providing technical support and configuration, navigating challenges and fostering innovation with the technology, assigning and escalating tasks to the appropriate contacts, quality assurance, etc. Will be reviewing these incidents/requests through ServiceNow, while also collaborating and communicating with the various parties involved. Will need to have excellent skills in; technical troubleshooting, time management, prioritization, decision-making, analysis, organization, etc. From a "technical" perspective, will need to have strong knowledge of; hands-on troubleshooting and support, Point-of-Sale solutions and the related Hospitality/Retail technology, Field Infrastructure and Deployment, etc.
Required Skills & Experience
4+ years of experience as an IT Field Service Manager, specifically within the Hospitality/Retail industry and working with the related technology
Experience with Point-of-Sale solutions and Field Infrastructure components (i.e. POS hardware and software, network requirements, site deployment, etc.)
Expertise in monitoring various incidents, fulfilling requests, providing technical resolution, navigating challenges, quality assurance, etc.
Extensive experience partnering/coordinating with field operators, clients, stakeholders, support teams, etc. to maintain customer satisfaction
Experience streamlining systems and tech stacks, analyzing and providing recommendations for innovative technology, etc.
Exceptionally skilled in time management, prioritization, decision-making, analysis, organization, communication, etc.
Experience with ServiceNow (or similar tool) and knowledge of ITIL best practices
Nice to Have Skills & Experience
Experience with AI technology (i.e. Telehealth)
Exposure to the Healthcare industry
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.