Service Delivery Associate 3

What success looks like in this role:

Ensures the highest level of support for escalated client and/or Field Services inquiries.
Manages and tracks dedicated engineer utilization.
Resolves difficult and often unique client and/or Field Services questions and complaints.
Reviews Field Engineer ticket assignments and scheduling.
Serves as liaison between clients, various departmental stakeholders and leadership.
Ensures that appropriate records, required reports and related administrative functions are accurate and up to date.
Works with leadership to understand trends and perform root cause analysis of recurring issues and systemic problems.
Defines and leads the implementation of Global Field Operations centralized / standardized process improvement initiatives through established change control processes.
May assist in training new Global Field Operations team members and provide ongoing support and guidance to existing team members.

You will be successful in this role if you have:

High School Diploma or GED required
May require technical certification or Associate Degree
Generally, 4-6 years experience in area of responsibility

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