Responsibility for the sourcing, onboarding, scheduling, and coordination of Field Service Engineers working on behalf of ESP on USA based contracts utilizing the Field Nation platform. In addition, the role will also include generating, publishing, and managing the reports for all work undertaken through the Field Nation platform.
What will you do?
- Identifying talent pools of Field Service Engineers to ensure coverage for all contracts whereby ESP require an FSE to attend the customer’s site
- Co-ordinate the provision of contractors to attend dispatch tickets in North America utilizing Field Nation.
- Scheduling Engineers to ensure sufficient resources are always available, to include all planned and emergency absence.
- Act as a point of contact to advise on administrative/procedural/system related queries and in addition help to facilitate the resolution of any matters that requires input from other departments.
- Review invoices in conjunction with the Service Delivery Managers to ensure accuracy of billed vs. actual costs incurred.
- Excellent verbal and written communication skills
- At least 2/3 years’ experience in a customer facing / customer service role, with an IT background for role holder to perform fully and effectively in the job
- High level of proficiency using IT systems preferably workforce management systems and call management systems (ServiceNow).
- Ability to manage time sensitive matters and resolve issues through to completion.
- Self-motivated with a willingness to learn and adapt to any new change or situation
- Process driven with the ability to be innovative.
- Excellent inter-personal skills; ability to communicate with customers at all levels
If you are….
Motivated to develop your career in Service Desk, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.
What we will offer:
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.
Salary:
We offer a competitive range based upon suitability or experience.
Benefits:
Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.
Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.
We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.
ESP Global Services is an equal opportunity employer.
