Field Operations Supervisor
Augusta ME - 100% onsite from day 1
English proficiency is important.
Need people with prior supervisory or LEAD experience.
Mission
Manage and control all the activities executed by the Field Services. Optimize the use of the resources assigned to the different activities in the Field Services and provide the required productivity improvements achieving the committed SLAs.
Functions
Reactive activities management for the resolution of incidents and problems identified by Client as Second level support services or first level operation services outside business hours.
Experience
- Experience in coordinating and directing end-user support projects.
- Experience in planning innovation projects.
- Application of technological renewal processes in similar projects.
- Experience in reporting oriented to service specific information.
- Technical training in microinformatics.
Knowledge
- Knowledge in processes and methodology proposed by Client
- Service management tools.
- Elaboration of procedures and technical manuals.
- Knowledge of ITIL.
Abilities
- Dealing with customers.
- Transmission of knowledge to the technical team.
- Project Management and coordination with other suppliers.
- Management and coordination of work teams.
- Ability to lead, organize and plan tasks.
- Leadership capacity of the different technical teams, warehouses, and inventory.
- Ability to identify risks, deviations, and their possible solutions.
Achievements To Accomplish
Internal Use Assure the implementation of the maintenance procedures. Identify and validate, jointly with AVANGRID, everything needed to execute the activities of the service. Implement processes to improve the area, continuously review the hardware supply chain, end user offered services, and define technical and procedural improvements.
Responsibilities
- Coordinate, control, and manage the Incident and Maintenance Service to ensure AVANGRID end user incidents are met AVANGRID Requirements.
- Organize Field service area to assign and schedule work to field service resources for incidents resolution.
- Manage technical escalations with AVANGRID Service owner.
- Coordinate with AVANGRID Service Owner and Communication office to effectively communicate incidents that may affect to an extensive user population.
- Coordinate with the AVANGRID Excellence Office to define and implement proactive tasks required seeking incident avoidance. Focus on Top10 incidents in the area.
- Correct management of any Request Item (RITM)
- Implement strategies for effecting change, controlling change, and helping people to adapt to change.
- Management and maintenance of the business processes used to create, manage, disseminate, share, and use the information.
- Management of creating, using, sharing, and maintaining the knowledge and information of the organization.
- Create and maintain an environment where people can perform to their best and produce the highest-quality work most efficiently and effectively.
