Field Services Engineer

• Field Service Support experience in a Manufacturing environment.
• Strong understanding of ITIL processes and Service Management principles.
• Experience with:
• SLA Management
• IMAC (Install, Move, Add, Change) Activities
• Break/Fix Support
• Smart Hands Support

Knowledge of:

• Network Infrastructure
• Server Support
• Operational Technology (OT) Security
• Factory PCS (Process Control Systems) Support
• Hands-on experience with Service Now or similar ticketing tools.
• Asset Lifecycle Management and Inventory Control.
• Stock Management and Asset Audits.
• Escalation Management and Vendor Coordination.
• Printer Support and End-User Device Support.
• Strong customer communication and stakeholder management skills.
• Team management and operational leadership experience preferred.

• Manage day-to-day onsite IT support operations across manufacturing facilities.
• Ensure service delivery aligns with agreed SLAs, KPIs, and operational standards.
• Monitor ticket queues and drive timely resolution of incidents and service requests.
• Oversee IMAC activities, break/fix support, and dispatch services.
• Ensure smooth execution of Device-as-a-Service (DaaS) operations.

• Provide leadership for desktop, laptop, peripheral, and workplace technology support.
• Support end users across Hub, Spoke, and Dispatch locations.
• Ensure high-quality customer experience and service excellence.
• Coordinate meeting room technology support and troubleshooting.

• Provide support for factory IT environments and OT infrastructure.
• Assist with PCS (Process Control Systems) support activities.
• Coordinate with infrastructure and security teams to ensure operational continuity.
• Support OT security initiatives and compliance requirements.

• Manage IT asset inventory and lifecycle processes.
• Conduct periodic audits and ensure asset compliance.
• Maintain stock levels and coordinate procurement requests.
• Ensure accurate asset tracking and documentation.
• Coordinate with third-party vendors and service providers.
• Manage escalations and ensure timely issue resolution.
• Act as the primary point of contact for critical incidents and operational concerns.
• Drive service improvements through effective vendor management.
• Lead and mentor onsite support teams.
• Allocate workloads and manage resource planning.
• Foster a customer-centric and performance-driven culture.
• Support skill development and knowledge-sharing initiatives.

• 5–10 years of experience in IT Infrastructure Support, Field Services, or EUC Operations.
• Prior experience supporting manufacturing environments is highly preferred.
• Experience leading onsite support teams and managing service delivery operations.

• ITIL Foundation Certification
• Microsoft Certifications (M365, Endpoint Management)
• Service Management Certifications
• IT Infrastructure or Network Certifications (Preferred)
• Excellent customer handling and stakeholder management capabilities.
• Strong governance and operational management skills.
• Ability to lead service operations with confidence and accountability.
• Strong decision-making and problem-solving abilities.
  
  Proactive approach to identifying operational risks and resolving issues.
• Ability to mentor, coach, and develop team members.
• Focus on continuous service improvement and operational excellence.
• Strong communication and presentation skills.

• SLA Compliance and Service Performance.
• Incident Resolution and Response Time.
• Asset Audit Accuracy and Compliance.
• Team Productivity and Performance.
• Service Improvement Initiatives Delivered.
• Operational Stability and End-User Experience.