About the group:

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

EEO Statement & Accommodations:

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Role: Regional Field service manager

Location: Durham, NC

Roles & Responsibilities:

• Serve as RSM ensuring continuity of delivery to meet and exceed customer expectations. Understand Customer’ point of contact, He will be accountable for compliance with customer policies. RSM work with Service providers and make sure that they adhere to SLA and Service provider tech provide support to Client. RSM partner with Service desk and UX command center team.
• Collaborates with Customer to align with processes and ensure SLA consistency. RSM will manage and lead Field service technicians for Dedicated and Dispatch sites. RSM will supply, participate in lead account review meetings with Client leadership within a mutually agreed upon cadence. RSM handle Field Service technical devices and coordinate with for maintenance and break/fix activities. RSM handle resolving Incidents and Problems associated with EUC Devices and Software, and provide break/fix support, advice, and assistance to Client. Adhere to Client’s enterprise and workplace-specific security and data privacy policies. Supporting the End Users by copying data, performing backups and restoring data and backups to the replacement EUC Device.
• Manage the team provide updates to Incident and Problem tickets in the ticketing tool to reflect actions taken to resolve such Incident or Problems. Coordinate with Cognizant’s PCaaS partner/vendor. Manage HAM/SAM process for Client Devices as per agreed process. Manage Assets management, reconciliation and disposal coordination. Manage Monthly/Weekly reporting to Client and Cognizant governance. Manage or be responsible for, as appropriate, all IMAC for all EUC-related Equipment, Software, and related Services at designated Client Sites. Coordinate, plan, and schedule IMAC with all affected IT functions (whether the function is included within the Services provided by Provider, is a Client-retained function, or is provided by a third party).
• Dispose of the EUC Device in a manner that is in compliance Client-specific policies and procedures. Make sure Field Service team have dedicated on-site Provider Personnel who speak English and the applicable local language at Client Sites to provide EUC Services to the designated VIP End Users during local business hours as further defined in the Client ITSM Tool. Equipment support including, Desktop Devices, Mobile Devices, display screens and video systems, docking stations, communication devices, direct dedicated printers, local printers, scanners, wireless networking, projectors, etc.;
• Manage Field service technician will perform a swap of the equipment or provide a loaner equipment as needed to bring the End user back to an operational status quickly and then process the defective as per the SOP (i.e. process the OEM warranty, return to the accurate depot repair facility or in some cases repair onsite)
• Provide the vendor management of OEM warranty for repair service including but not limited to corporate workstations & mobile devices – in most cases this includes preparing the defective equipment for shipment back to the OEM through the client’s onsite shipping department including dispatch sites and tracking / managing the claim through the entire life cycle.
• Demonstrable experience as a Lead supporting Field support technicians. Solid grasp and solve resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems. Ability to diagnose and resolve basic to moderately sophisticated end-user technical issues.
• Proficiency in English, excellent task management, verbal, and written communication skills. Customer focused technical professional. Lead support professional with demonstrated ability in the IT technical support field passionate about end-user support.

Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time.