Field Services Engineer

Introduction:

The Field Services Engineer will be responsible for providing field service support under the manufacturing domain. They will need to have experience in asset management, ITIL, SLA, incident management, IMAC, and smart hands support on networks, servers, and OT security. The role also involves managing day-to-day operations, ticket management, KPIs, escalation, vendor management, and customer support.

Responsibilities:

• Manage day-to-day operations for onsite support services
• Handle ticket management, KPI monitoring, and escalation processes
• Perform IMAC (Install, Move, Add, Change) tasks and break fixes
• Coordinate asset delivery for Daas services across different sites
• Manage vendor relationships and oversee meeting room support
• Provide customer support for printer, OT, and factory PCS issues
• Lead a team and prioritize customer requests

Requirements:

Required Skills:

• Field service support experience in manufacturing domain
• Knowledge of ITIL and SLA frameworks
• Experience in incident management and smart hands support
• Familiarity with service now ticketing tool
• Asset management and stock management skills
• Ability to handle escalations and customer communication effectively

Preferred Skills:

• Team management experience
• Ops lead role for EUC (End User Computing) services
• Excellent customer handling and governance skills
• Proactive approach to problem-solving and decision-making
• Capability to mentor and drive continuous improvement