We are looking for a professional Field Support Manager to support our service centers in their day to day and technical needs. This role will be pivotal in location training and retention.
Duties/Responsibilities
Incoming/Outgoing calls to support locations; PLUS questions/issues, device settings, vehicle installation, client support
Contractor retention efforts weekly to avoid closures; communication and proactively touching base
SOP maintenance for hour change, locations changes, etc.
Cost detail review and distribution; send monthly summaries and report errors to accounting
Fix wrong enrollments by CC agents; wrong FG, device options, device types, missing information as well as report the incorrect information to the appropriate channel
Basic and advanced troubleshooting of computer, device, software issues with the goal of one-call resolution.
Provide outstanding customer service and utilize de-escalation and empathy skills with service centers who are encountering issues with device/software.
Assist new locations with their first services to ensure they are adequately trained and comfortable as a service provider.
Experience And Skills
Education and Experience:
Proven experience in contractor or client support
Experience building positive relationships over the phone
Strong analytical skills
Strong documentation and writing skills
Physical Requirements (With or without reasonable accommodation):
Sitting/Standing: over 70 %
Fine Motor Movements: over 70 %
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Public Safety
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