Zones Looking for Field Delivery Manager at Clifton Park, NY  Full Time

About Zones

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Let’s Work Together

Field Services Field Delivery Manager

This position is open to the continental United States.

LIFE at Zones Zones

At Zones, we understand that our success results from our diverse workforce. Zones employees relish challenging projects working alongside technology’s best and the brightest. Our team members enjoy the freedom and support they receive to help our customers solve problems and capitalize on opportunities. Our work environments are designed to foster collaboration, creativity, excitement and success. We are a high-growth organization that counts many of the world’s most admired brands as customers. Zones is a CRN Triple Crown winner, a member of the Fast Growth 150, Tech Elite 250 and Solution Provider 500, Inc.’s Build 100 List of Sustained-Growth Companies, Inc.’s 500|5000 list, and are recognized as both a Times Union Top Workplace and a Best Company to Work for in New York State.

The role: Field Delivery Manager

As a Field Delivery Manager, you will ensure Zones work is performed efficiently & accurately. You will provide consistency and efficiency by training & on-boarding Dispatch Coordinators and engineers, assisting in the preparation of project manuals, preparing financial reporting, motivating your team members for success and performing supervisory functions for the Field Services Team.

Responsibilities:

• Oversee all requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization. Assist in determining root cause of issues and communicate appropriately to internal and external customers and team members.
• Supervise a team of remote Field Management Coordinators responsible for managing onsite labor requirements, quality control of work completed, and project P&L. In this capacity, you will guide and orchestrate the various functions performed by the Field Management Office team, ensuring seamless support services and proactive responsiveness to the company’s support requirements.
• Provide onboarding, training, and support for Field Coordinators
• Perform quality assurance checks and team assessments to ensure:
• Performance of the complete scope of services as outlined in the SOW
• Installation scripts and processes are completed, meeting client directed specifications
• Be available for all escalations and questions as a dedicated internal and external resource
• Review daily service level agreements to set team expectations and measure performance.
• Provide data and reporting of SLAs, KPIs and trends on a weekly, monthly, and quarterly basis. Will oversee metrics to develop strategies for continuous improvement.
• We seek a candidate with excellent communication skills, collaborative skills, and a strong ability to shift priorities.
• Ensure policies, processes and procedures are documented and in place for Field Management team to reference
• Mentor and Assist members of the Field Management Team
• Collaborate with all entities within the Field Services Delivery Team to execute customer requirements

EDUCATION:

• Associate’s degree in related field or equivalent experience

EXPERIENCE:

Mandatory:

• 5+ years’ experience with PC systems, related peripherals, common software programs, and Operating Systems
• Thorough understanding of connectivity of devices to LAN and WAN
• Candidates must possess the ability and willingness to travel, which will include working off-hours, weekends and staying overnight with prior notification
• Strong interpersonal and customer service skills
• Ability to communicate internally and externally on all levels and through all mediums.
• Experience and success in working with various delivery organizations to achieve deliverables
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to work and adapt to change in a fast paced environment
• Excellent written and verbal communication skills
• Voice and Data cabling experience (Installation, termination, testing)
• Supervisory Role Experience in a corporate environment

Desired:

• Bachelor’s Degree or higher
• Experience with Service Desk tool suites
• Concepts of networking fundamentals
• Microsoft Visio
• Experience with Service Now

Qualified candidates can expect a salary range of $60,000 to $70,000.

Note: Compensation is benchmarked on local California area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.

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Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

At Zones, work is more than a job -with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!