Onsite- Incident Manager -Edmonton

The Field Services Incident Manager provides day-to-day case management ensuring cases are assigned according to SLAs and to qualified technicians, communicates status to end users as needed, case notes are updated with current status and works closely with Field Service Team Lead and other departments to ensure quality, productivity and availability objectives are met. This individual serves as the first escalation point for the customer.

Location Edmonton, Alberta, Canada

Shift Timings 9 00 AM-530 PM( Flexible day shift)

• High School Diploma or equivalent education preferred
• Maintains sound knowledge and understanding of current methodologies, geographies, supporting teams, services and tools
• Minimum 3 years experience in related field
• Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor cases
• Works with associates, Field Services Team Lead, account teams, logistics and other teams to overcome daily case challenges and move them to resolution
• Ability to work as an individual contributor as well as within a team
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.
• Ability to identify issues and escalate to next level as appropriate
• Case management, reviewing and assigning cases to ensure SLA attainment, case escalation management and follow-up with end users to provide status updates as per service level guidelines
• Ability to prioritize, adapt and change direction throughout the day according to the needs of multiple clients with varying service levels.
• Keeps Field Services Management up to date on continuing challenges and issues that may impact SLA's or Customer Satisfaction
• Strong verbal and written communications skills especially with end users in retail, healthcare, and financial lines of business