Noida, Uttar Pradesh
Job Summary
FSO L2 – Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst – L2 Department: Retail IT Support / Field Service Operations Experience: 3–6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: • Coordinate with third-party vendors and dispatch partners for issue resolution. • Track vendor performance against SLAs (response time, resolution time). • Manage escalations and ensure accountability until closure. • Maintain vendor documentation, contacts, and performance reports. Technician Management: • Schedule and dispatch field technicians based on location, priority, and skillset. • Coordinate technician visits to retail stores for break-fix and IMACD activities. • Track technician productivity, utilization, and resolution quality. • Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: • Manage ticket lifecycle from dispatch to closure for store-related issues. • Perform remote troubleshooting and determine need for onsite support. • Coordinate with store staff for issue validation and resolution confirmation. • Ensure minimal downtime for POS, network, and store systems. Dispatch & Coordination: • Manage end-to-end dispatch control for field service operations. • Assign tickets to appropriate technicians/vendors based on geography and priority. • Maintain real-time visibility of dispatch status and progress. • Handle logistics coordination including parts and inventory movement. Governance & Reporting: • Monitor SLAs, KPIs, and operational dashboards. • Prepare daily/weekly reports on ticket status and vendor performance. • Identify improvement opportunities and drive service optimization. • Ensure compliance with operational processes and audit requirements. Skills & Qualifications: • Experience in Field Service Operations / Retail IT Support. • Knowledge of dispatch management, vendor coordination, and logistics. • Familiarity with ITSM tools (ServiceNow or similar). • Understanding of retail store IT environment (POS, printers, networks). • Strong communication and stakeholder management skills. • Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: • Vendor & Partner Coordination • Dispatch & Scheduling Management • Incident & Ticket Management • SLA & KPI Governance • Customer & Store Experience Focus
Key Responsibilities
FSO L2 – Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst – L2 Department: Retail IT Support / Field Service Operations Experience: 3–6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: • Coordinate with third-party vendors and dispatch partners for issue resolution. • Track vendor performance against SLAs (response time, resolution time). • Manage escalations and ensure accountability until closure. • Maintain vendor documentation, contacts, and performance reports. Technician Management: • Schedule and dispatch field technicians based on location, priority, and skillset. • Coordinate technician visits to retail stores for break-fix and IMACD activities. • Track technician productivity, utilization, and resolution quality. • Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: • Manage ticket lifecycle from dispatch to closure for store-related issues. • Perform remote troubleshooting and determine need for onsite support. • Coordinate with store staff for issue validation and resolution confirmation. • Ensure minimal downtime for POS, network, and store systems. Dispatch & Coordination: • Manage end-to-end dispatch control for field service operations. • Assign tickets to appropriate technicians/vendors based on geography and priority. • Maintain real-time visibility of dispatch status and progress. • Handle logistics coordination including parts and inventory movement. Governance & Reporting: • Monitor SLAs, KPIs, and operational dashboards. • Prepare daily/weekly reports on ticket status and vendor performance. • Identify improvement opportunities and drive service optimization. • Ensure compliance with operational processes and audit requirements. Skills & Qualifications: • Experience in Field Service Operations / Retail IT Support. • Knowledge of dispatch management, vendor coordination, and logistics. • Familiarity with ITSM tools (ServiceNow or similar). • Understanding of retail store IT environment (POS, printers, networks). • Strong communication and stakeholder management skills. • Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: • Vendor & Partner Coordination • Dispatch & Scheduling Management • Incident & Ticket Management • SLA & KPI Governance • Customer & Store Experience Focus.
Skill Requirements
FSO L2 – Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst – L2 Department: Retail IT Support / Field Service Operations Experience: 3–6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: • Coordinate with third-party vendors and dispatch partners for issue resolution. • Track vendor performance against SLAs (response time, resolution time). • Manage escalations and ensure accountability until closure. • Maintain vendor documentation, contacts, and performance reports. Technician Management: • Schedule and dispatch field technicians based on location, priority, and skillset. • Coordinate technician visits to retail stores for break-fix and IMACD activities. • Track technician productivity, utilization, and resolution quality. • Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: • Manage ticket lifecycle from dispatch to closure for store-related issues. • Perform remote troubleshooting and determine need for onsite support. • Coordinate with store staff for issue validation and resolution confirmation. • Ensure minimal downtime for POS, network, and store systems. Dispatch & Coordination: • Manage end-to-end dispatch control for field service operations. • Assign tickets to appropriate technicians/vendors based on geography and priority. • Maintain real-time visibility of dispatch status and progress. • Handle logistics coordination including parts and inventory movement. Governance & Reporting: • Monitor SLAs, KPIs, and operational dashboards. • Prepare daily/weekly reports on ticket status and vendor performance. • Identify improvement opportunities and drive service optimization. • Ensure compliance with operational processes and audit requirements. Skills & Qualifications: • Experience in Field Service Operations / Retail IT Support. • Knowledge of dispatch management, vendor coordination, and logistics. • Familiarity with ITSM tools (ServiceNow or similar). • Understanding of retail store IT environment (POS, printers, networks). • Strong communication and stakeholder management skills. • Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: • Vendor & Partner Coordination • Dispatch & Scheduling Management • Incident & Ticket Management • SLA & KPI Governance • Customer & Store Experience Focus
Other Requirements
FSO L2 – Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst – L2 Department: Retail IT Support / Field Service Operations Experience: 3–6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: • Coordinate with third-party vendors and dispatch partners for issue resolution. • Track vendor performance against SLAs (response time, resolution time). • Manage escalations and ensure accountability until closure. • Maintain vendor documentation, contacts, and performance reports. Technician Management: • Schedule and dispatch field technicians based on location, priority, and skillset. • Coordinate technician visits to retail stores for break-fix and IMACD activities. • Track technician productivity, utilization, and resolution quality. • Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: • Manage ticket lifecycle from dispatch to closure for store-related issues. • Perform remote troubleshooting and determine need for onsite support. • Coordinate with store staff for issue validation and resolution confirmation. • Ensure minimal downtime for POS, network, and store systems. Dispatch & Coordination: • Manage end-to-end dispatch control for field service operations. • Assign tickets to appropriate technicians/vendors based on geography and priority. • Maintain real-time visibility of dispatch status and progress. • Handle logistics coordination including parts and inventory movement. Governance & Reporting: • Monitor SLAs, KPIs, and operational dashboards. • Prepare daily/weekly reports on ticket status and vendor performance. • Identify improvement opportunities and drive service optimization. • Ensure compliance with operational processes and audit requirements. Skills & Qualifications: • Experience in Field Service Operations / Retail IT Support. • Knowledge of dispatch management, vendor coordination, and logistics. • Familiarity with ITSM tools (ServiceNow or similar). • Understanding of retail store IT environment (POS, printers, networks). • Strong communication and stakeholder management skills. • Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: • Vendor & Partner Coordination • Dispatch & Scheduling Management • Incident & Ticket Management • SLA & KPI Governance • Customer & Store Experience Focus
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