·Manage the activities for Field Service Technicians (FSTs) across remote sites.

·Make outbound calls to FSTs as necessary to keep them booked with work activity.

·Ensure service request tickets are allocating properly, routing all service tickets based on arrival and resolve goals.

·Provide updates as necessary to FSTs on all tickets currently in their queues.

·Communicate and document all updates from the PSRs and FSTs in a timely fashion.

·Update ticket information in support of FSTs as needed (e.g., when Astea Mobile is not available).

·Check the accuracy of all incident tickets as they are entered into the dispatch service queue.

·Monitor service level agreement (SLA) goals by site and notify FSMs of issues that could impact SLA achievement.

·Escalate tickets to management when SLA violations are at risk of incurring liquidated damages.

·Maintain accurate contact information for all FSTs.

·Have working knowledge of lottery terminal hardware, software, and functionality including peripherals.

·Provide PSR call overflow support as needed to achieve GSC service level targets.

·Route retailer service tickets to second level support including FSMs and/or data centers.

·Escalate situations relating to retailers/lottery reps to Site Level or GSC Management as applicable.

·Achieve GSC and departmental performance metrics in Key Responsibility Areas (KRAs).

·Pull system reports and document anomalies with DSE performance to enhance system automation.

·Provide time-critical updates Operations, Dispatch, and RCCs as changes affect open tickets.

·Assist Hotline on call coverage as staffing issues arise

Qualifications / Skills / Knowledge

(State what the role requires, not what the post holder brings to the role)

Required

Desired

• High school diploma or equivalent
• Ability to negotiate maximize work production from FSTs while minimizing conflict
• Ability to sit for long periods of time while monitoring DSE for changes requiring manual intervention
• Proficiency in MS Word, Excel, and Teams
• Proficiency in use of telephone systems, preferably in a customer support setting
• High speed Internet (minimum 50 Mbps) with Ethernet cable connectivity
• Workspace that is quiet, free of noise and distractions
• Well-lit and environmentally secure space for SG work equipment

• Intermediate experience with Resource Scheduling tools
• Basic knowledge of asset management principles
• Working knowledge of SQL

Authority / Decision Making

• Advise and seek FST schedule changes in coordination with site management
• Alter routing of FSTs based on shifting business needs

Key Contacts

Internal

External

• GSC PSR’s, Team Lead, Supervisor, Manager, Trainer, Scheduler, and Quality
• FSTs
• FSMs
• Site Operations Management

Language Skills

Required

Desired

• English

• English

• Job Conditions

• Apart from training, this job is performed at home and employees are only subjected to their own working conditions.

Education

Years of Related Experience

Years of experience 0 to 2 years