Field Service Specialist Lead

• Lead end-to-end field service operations and engineer dispatch management
• Plan, schedule, and optimize resource allocation for onsite activities
• Act as the primary SPOC for client communication and escalations
• Ensure SLA/KPI adherence and continuous service improvement
• Monitor real-time ticket queues and prioritize critical incidents
• Conduct root cause analysis (RCA) and implement preventive measures
• Maintain compliance with company policies, safety, and regulatory standards
• Generate reports, dashboards, and performance insights
• Drive process improvements and automation initiatives
• Collaborate with global teams for seamless service delivery

Required Skills & Technical Expertise:

• Strong knowledge of IT Infrastructure & Field Support Operations
• Hands-on experience in:
  • Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN
  • Hardware Support: Desktops, Laptops, Printers, Servers
• Experience with:
  • Ticketing Tools: ServiceNow, Jira, Remedy, or similar
• Understanding of:
  • SLA / KPI Management & Reporting
  • Incident, Problem & Change Management (ITIL Framework)
• Strong troubleshooting and analytical skills