HR MANAGEMENT

JOB ANALYSIS
ASSIGNMENT

Ahmed Abdelaal Elsayed

ID: 21227351
Job Title:

Regional Field Service Manager

Job Description

Overview:

A Regional Field Service Manager is to be part of the company’s fast paced and quality
focused team. He needs to be based in the region he is responsible to manage. The Regional
Field Service Manager is a role within the Services Management Team with a focus on Customer
Experience and delivering “best in class” service. This role leads the service activities of the
field service teams to execute the vision and direction of the service organization.

Responsibilities:

• Coordinates various service activities e.g., new installations, repairs, preventative

maintenance, and special events; manages work schedules to ensure appropriate support
is maintained as required.
• Manages field service teams to consistently meet or exceed performance metrics &
department KPIs (response time, PM completion, call resolution and closure, mean time
between critical failures, Operational Availability and other RMA metrics.
• Responsible for driving customer satisfaction within the territory. Works closely with
other functional departments to assist in providing solutions based on feedback of
customer within the region.
• Provides leadership and manages complex projects involving multiple technical and
administrative disciplines within his/her region. Drives increases in incremental revenue
and identifies cost containment opportunities within the Area.
• Monitors and manages training and development of technical staff. Mentors field service
team, identifies team members’ strengths & weaknesses, visualizes development needs
and works with training department as required. Actively manages cross-training of team
and schedules accordingly.
• Manage direct report overtime, work schedules and ensures proper contract time charging
• Maintain positive and healthy relationship with various teams to ensure customer service
effectiveness and maintain stakeholder relationships at airports, seaports, border
crossings, government facilities and commercial customers
• Manage internally assigned department / Area Key Performance Indicators (KPI)
• Establish clear understanding of the workflow requirements for all field service
technicians (FSTs) and to set clear expectations for accurate, real-time work order
updates for a customer base with varied equipment and requirements.
• Conduct Team Meetings, prepare and distribute team meeting agendas and Minutes,
approve weekly timecards, expense reports and subcontractor invoices
Job Specifications

• Typically requires a BA/BS or equivalent experience and 3 years or prior relevant

experience, or 7 years of experience will be considered in lieu of a Bachelors.
• MBA or MS preferred.
• Demonstrated experience and leadership in managing a comprehensive strategic
communications, media relations and branding program and team to advance the
organization's mission and goals.
• Computer literacy, competency in use of all programs within MS Office Suite (particularly
Microsoft Excel), CRM, RESCO application and aptitude for learning specialized software
programs.
• Fluency in English is a must.
• A strong orientation for customer focus and teamwork.
• Timely submission of report and required documentation is essential.
• Must be responsive to all customer issues during non-standard work hours such as
evenings, weekends, and holidays. Must be willing and able to travel at short notice
• Excellent product familiarity and demonstrated troubleshooting and repair proficiency is
required.
• High Communication and Negotiating skills.
• Very strong writing and speaking skills.