Manager of Field Engineers

Manager of Support Operations Center

 

The Manager of Support Operations/Field Engineering is responsible for overseeing the day to day activity of the field engineers for the traditional voice line of business. 

 

§ Plans, directs and coordinates organizational/tactical activities of individuals responsible for conceptualizing, designing, testing, repairing and implementing business & technical information technology solutions.

 

§ Has overall responsibility for people, customer and day-to-day work completed.

 

§ Technical staff development

 

 

ORGANIZATIONAL RESPONSIBILITIES

 

Innovator Development Conducts effective performance evaluations and mentors field engineers through formal and informal channels. Seeks and participates in personal development opportunities above and beyond training required by us. Encourages field engineers to take responsibility for their development within the company.

 

Internal Operations Suggests areas for improvement in internal processes along with possible solutions. Leads internal teams/task forces. Reviews the status reports of team members and addresses issues as appropriate. Complies with and helps to enforce standard policies and procedures.

 

 

 

PROJECT RELATED COMPETENCIES

 

Solution Development and Delivery Provides technical direction for the development, design, and systems integration for client engagement from definition phase through implementation. Applies significant knowledge of industry trends and developments to improve service to our clients. Reviews work of development team. Easily recognizes system deficiencies and implements effective solutions.

 

Technical Effort Management Creates and executes development plans and revises as appropriate to meet changing needs and requirements. Manages technical resources within budget Consistently delivers high-quality services to our clients.

 

 

CAREER PATH CORE COMPETENCIES

 

Communication Facilitates team and client meetings effectively. Holds regular status meetings with development team. Keeps development team well informed of changes within the organization and general corporate news. Delivers engaging, informative, well-organized presentations. Resolves and/or escalates issues in a timely fashion. Understands how to communicate difficult/sensitive information tactfully.

 

PROFESSIONAL QUALITIES

 

Leadership Challenges others to develop as leaders while serving as a role model. Inspires coworkers to attain goals and pursue excellence. Identifies opportunities for improvement and makes constructive suggestions for change. Manages the process of innovative change effectively. Remains on the forefront of emerging industry practices.

 

Teamwork Facilitates effective team interaction. Acknowledges and appreciates each team member's contributions. Effectively utilizes each team member to his/her fullest potential. Keeps track of lessons learned and shares those lessons with team members.

 

 

 

Client Management Manages client interaction and expectations regarding development efforts. Develops lasting relationships with client personnel that foster client ties. Communicates effectively with clients to identify needs and evaluate alternative technical solutions. Continually seeks opportunities to increase customer satisfaction and deepen client relationships. Builds a knowledge base of each client's business, systems and objectives.

 

ORGANIZATIONAL RESPONSIBILITIES

 

Innovator Development Conducts effective performance evaluations and mentors field engineers through formal and informal channels. Seeks and participates in personal development opportunities above and beyond training required by us. Encourages field engineers to take responsibility for their development within the company.

 

Internal Operations Suggests areas for improvement in internal processes along with possible solutions. Leads internal teams/task forces. Reviews the status reports of team members and addresses issues as appropriate. Complies with and helps to enforce standard policies and procedures.