Field Tech Associate Director

Job Description: The Field Services Associate Director will be the primary Field Services owner for a specific account. This dedicated onsite People Leader is based on client site and will have operational ownership of all field operations. Responsible for providing direction to operational team and interface with Client/ NTTD Program Team. As a People Leader, the manager is responsible for all aspects of hiring and development of their direct reports. This role requires working onsite daily at our client's facility and requires employee to be fully vaccinated on or before start date, to the extent required by applicable law. Role Responsibilities Responsible for directing the Regional Lead Technicians & Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality Develop Personnel Conduct Client Field AHOD Meeting Team 1n1 Sessions HR Onboarding / Off boarding Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Onsite Delivery Manager will coordinate with NTTD Client Delivery Executive and Client Program Owners on Daily, Weekly, Monthly Client priorities & projects. Conduct Daily "Plan of Day call with Regional Lead Technicians Monitor and achieve SLA Performance by enterprise & client locations Deliver Program Quality (CSAT, Process Compliance, etc.) Coordinate Field Service Tower Integration activities (Service Desk, Desktop Engineering Manage Delivery Cost Standardize Field Service Functions Ensure operational continuity ( Staffing, Knowledge Base, etc.) Responsible to ensure Client End Users & Business Unit Program Owners receive high customer satisfaction. Delivery Manager will partner with NTTD client Delivery Executive and Client program Owner to conduct approved CSAT & Program Surveys. Conduct root cause analysis & implement pertinent Customer Service Improvement Plans. Basic Qualifications 3+ years previous IT leadership experience 10+ years prior technical/IT experience Additional Skills Undergraduate degree or equivalent combination of education and work experience ITIL Cerificaiton IT Hardware Deployment Project Management Experience Excellent verbal and written communication skills Ability to create and document processes Proficiency with Excel Project Management Experience