M1- Team lead/Supervisor

What success looks like in this role:

• Supervises the efforts of the Global Field Operations team members.
• Ensures team provides timely and effective response to client and Field Engineering inquiries / tickets.
• Oversees routine Global Field Operations duties, including:
 o Receiving and responding to client and Field Engineering members requests,
 o Creating, validating, and tracking service tickets within Unisys Dispatch Field Force Management system / tools,
 o Booking client appointments,
 o Accessing service arrangement,
 o Coordinating of essential parts,
 o Maintaining call center, and
 o Monitoring service level agreements (SLAs), and
communicating with cross-functional teams to ensure a fluid and cohesive process.
• Serves as an escalation point for critical or challenging issues.
• Educates team members on Global Field Operations practices and policies.
• Provides training for new Global Field Operations associates.
• Ensures proper implementation of new processes and procedures.
• Monitors Global Field Operations levels of client satisfaction, seeking improvements where necessary.
• Assesses team performance metrics, offering suggestions and driving improvements as needed.
• Manages team projects as assigned.

You will be successful in this role if you have:

BA/BS degree and 2-4 years’ relevant experience OR equivalent combination of education and relevant experience
Prior management experience not required but may have informally led teams

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.