Field Tech Manager

Overview In this role you will manage critical projects with general direction and potentially delegate tasks, focusing on improving client experience and productivity. You will address complex client escalations and make informed recommendations, while strengthening relationships with external partners. You will mentor less experienced Command Center colleagues and help establish department policies and procedures. Deep knowledge of NTT DATA products and client solutions underpins your service excellence and problem solving. ResponsibilitiesManage critical projects with general direction and delegate work as appropriateIdentify issues and process improvements to enhance client experience and productivityResolve complex client escalations and exercise independent judgmentLead and mentor junior Command Center team members per planEstablish policies and procedures for the departmentDemonstrate advanced telephone etiquette and client-facing communicationApply advanced knowledge of NTT DATA products, client service, policies and proceduresUnderstand and implement client-specific solutions Key requirementsExperience managing critical projects with general directionAbility to solve complex client escalationsMentoring and leading less experienced team membersPolicy and procedure development for a departmentAdvanced communication and telephone etiquette skillsDeep knowledge of NTT DATA products and client service processesUnderstanding of client-specific solutionsrelationship-building with external partnersstrong communication and interpersonal skillsinitiative and sound judgmentleadership and mentorshipproblem-solving under pressure