FIELD SERVICE MANAGER

at  Archer Daniels Midland Company

This role will provide team leadership for End User Compute team members and requires both hands-on delivery of support and responsibility for overseeing delivery of support across regional locations.

Local EUC Infrastructure:

• Manage the maintenance and support of hardware, EUC software and optimize IT resources
• Manage provided services that in scope of work to the customers
• Work closely with internal contacts and external vendors (application teams, infrastructure, network, etc.) to resolve reported problems.
• Develop and maintain good relationships with customers to promote a high level of customer service
• Raising and proposing solutions to any identified problems related to the security of hardware, operating systems and/or software within the scope
• Leading local maintenance or renewal operations for local sites
• Participate in the evaluation of new technologies in coordination with the specialists in the various fields (IT – GT Plant).
• Participate in Global Technology’s projects and activities, providing local knowledge of users and their business, both in terms of upstream solution definition and sizing of resources and downstream in the deployment of solutions.

Operational management of the Field Services team

Manage the team of engineers, ensuring the best quality of EUC services provided to the end users that are mainly but not limited to:

• Office Workplace Services
• Mobile Phones
• Printing Services
• Tele-communication & Server Room Services
• Regional Software
• Coordinate and take actions of the resolution of support requests and user satisfaction, with a view to ensuring continuity of the service provided.
• Ensuring that the company’s document repository is kept up to date for its scope
• To ensure that the team is in compliance with the requirements of the company’s documentation repository.
• Ensure that the team complies with regulatory compliance and security standards.
• Understand and ensure that ADM GT service management processes are followed by the team.
• Participate in or lead international technical meetings as required

Staff Management

• Define the roles and missions of each member of staff in a logic of performance and team cohesion
• Determine the team’s objectives, the means to achieve them and implement them on an individual level
• Identify and transmit the information necessary for the proper functioning of the activity and in line with the company’s strategy to the whole team
• Measure the performance of employees and the team
• Develop employees and enhance the team’s skills (recruitment, training, etc.)
• Deeply understand and represent the user experience with technology services and ensure services, processes, and methodologies of delivery align to business needs/value