Service Delivery Associate 3

What success looks like in this role:

• Provide support on daily operations issues. • Perform duties in accordance with account processes and procedures. • Build and maintain positive working relationships with internal and external stakeholders (and other service providers if in a multi-vendor environment). • Mentor team members • Document assigned activities using defined process and timeframes. • Contribute to the creation, maintenance and enhancement of operational processes and procedures to improve overall performance of technical staff. • Identify areas for continuous improvement and efficiency in delivery of services. • Take responsibility for follow-up services or problem escalation. • Analyze and highlight operations performance. • Complete and submit reports as requested. • Support process improvement initiatives

The associate is responsible for overseeing and analysing the performance of each field engineer who is assigned to a dispatch task each day. Plays an important role in meeting service level agreements and achieve high level of customer satisfaction. 

• The associate is expected to drive each field engineer to meet either the CPD (closed tasks per day) target of 5 or closure percentage of 85% while monitoring all the assigned tasks are completed by end of business.

• This includes monitoring the field engineer so that they are compliant to the basic ticket handling process.

• Identify the potential field engineers who is non-compliant & ensure more vigilance while sticking to the predefined best practices.

• Tracking each field engineer to ensure the required parts are picked up prior 1000 AM local time (unless part delay) from the PUDO for the assigned tasks.

• Ensures high vigilance so that each field engineer is compliant to clients P&P (policies & procedures) regarding customer contact process.

• Identify the non-compliant field engineers & seek a response while highlighting the same to FE’s manager for corrective action.

• Conducts impactful documentation to track each field engineers ticket handling hygiene.

• Quick enough to identify all potential defaulters & highlight the same to the FE manager for awareness & action.

• Effectiveness in the follow up process while thinking out of the box approach is key to the results.

You will be successful in this role if you have:

• Recognized bachelor’s degree in related discipline (desirable), minimum of 1 - 2 years of service delivery support experience • Ability to prioritize and organize workloads to complete multiple, simultaneous tasks both for self and others • Effective verbal and written communication skills • Prior experience working in hardware break and fix, installation, desk side software support and service desk support. • Has some experience supporting teams of customer engineers in either specific installation, equipment refresh projects or ongoing break / fix support. • Knowledge of desktop operating systems, networking fundamentals and requisite call management systems. • Ability to work with technical documentation, statements of work, and contract requirements. • Ability to work with team members, peers and external clients. • Must be able to work to specific service level agreement (SLA) requirement. • Familiarity with

You will be successful in this role if you have:

• Bachelor's Degree and a minimum of 3-4 years of relevant experience
• Ability to handle the assignment alone with minimal direction
• A good understanding of process KPIs and ability to report on them
• Excellent communication skills in English

Required Skills

Effective Communication

Creative problem-solving ability

Decision Making

Critical Thinking

Data Analysis

Performance evaluation

Deliver until achieved

Core Competencies

Curiosity to deliver

Supervising Ability

Thinking out of the box

Leadership Attributes

Value Add

Not Being Monotonous

Impact Assessment

Solution Oriented

Walk the extra mile

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.