Assoc. Tech. GFO

Assoc. Tech. GFO

What success looks like in this role:

• Gains familiarity with Global Field Operations concepts, procedures and methodologies.
• With guidance, performs routine Global Field Operations duties, including:
• Receiving and responding to client and Field Engineering members requests,
• Creating, validating, and tracking service tickets within Unisys Dispatch Field Force Management system / tools,
•  o Booking client appointments,
•  o Access service arrangement,
•  o Coordinating of essential parts,
•  o Maintaining call center, and
•  o Monitoring service level agreements (SLAs), and
•  o Communicating with cross-functional teams to ensure a fluid and cohesive process.
• Learns and complies with Global Field Operations practices and policies.
• Learns Global Field Operations enhances levels of client satisfaction.
• Assists with special projects as assigned.
• Reconcile SLA calls, make sure performance reporting is accurate
• Analyze SLA reports, determine root causes of misses and identify best practices
• Action responsible organizations to correct service delivery problems
• Track performance for improvement
• Escalate open calls where necessary
• interface with the client and bring escalations to them due to their activities or procedures
• Monitoring all tickets within assigned unit(s)
• Assessing SLA commitments and material availability
• If material is available, assigning labor
• Monitoring calls to closure
• Dynamically reallocating labor and material to meet requirements
• Verifying unique call closure and material return requirements are met
• Escalating issues, collecting and distributing missed SLA data as required

Being the single point of contact for program office and other relevant teams

You will be successful in this role if you have:

• High School diploma (Associate's Degree or professional certification(s) preferred). • Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level. • 6 months Customer support experience

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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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. US job seekers can find more information about Unisys’ EEO commitment here.