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Field Service Leader

Japan    Others    Permanent   

Job description

This position reports directly to the regional Field Services. The role serves as the overall owner responsible for delivering field services to clients under the Private Label Services, ITO (Deskside support), and core maintenance umbrellas. This service may be provided through a direct management structure within our subsidiary, or through a partner management function. The ability to manage the delivery of services will require this role to manage across many customer accounts through both a direct and an indirect management chain to the field engineers performing the actual delivery. Primary accountability are to achieve client SLA and KPI’s while ensuring client satisfaction and achieving Field Services financial plans for the country. Further, he/she will help scale subsidiary teams in Japan service multiple clients.

Job responsibilities

•    Ensures staffing levels of Field engineers/support staff are sufficient to meet client contractual requirements while ensuring those roles also allow financial plans of the company to be met 
•    Ensure Field Services readiness during new account implementations
•    Ensure all needed staff training is completed
•    Actively participates and drives status review calls both in region and globally
•    Keeps track of commitments, ensures Field performance against committed activities
•    Ensure continuous process improvements to support improved performance levels
•    Responsible for account cost management and margin improvements as related to the FS operations (including Logistics)
•    Responsible for CSAT as it relates to Field services
•    Serve as an the Field Service expert to the Program Management Office – Supports the Client Account Executives in the region
•    Promote delivery of consistent Field Services across all Regions
•    Ensure new services are supported consistently across Field Services, working closely with program manager of new projects, thus ensuring effective change management resulting in readiness for execution
•    Manage and improve the costs of delivering Field Service
•    Ensure implementation of the most innovative and effective resource model for Field Service
•    Collaborate across Service Towers in handling and responding to client issues, account problem analysis and making requested service improvements
•    Work with sales teams to grow existing and new logos
•    Drive and achieve overall cost to serve metrics for field services within region to be at or better than industry benchmarks

Job requirements

•    Bilingual (English and Japanese)
•    Customer service centric
•    Strong governance discipline 
•    Ability to work under pressure with tight timelines
•    Strong Field Service background or relevant service delivery/partner management experience
•    Success in working in a global and matrix environment
•    Demonstrated success in the management of projects
•    Demonstrated ability to lead a cross-functional, multi-location team
•    Business and Financial Acumen
•    Bachelors degree or equivalent experience
•    Ability to manage people effectively; strong leadership skills

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