The Field Services Technician Supervisor is responsible for the day-to-day operational support of the end user community through the installation, configuration, upgrade and maintenance of workstation and peripheral equipment. This includes the resolution of problems reported by the Service Support Division and the implementation of new functionality reported by the Implementation Services Division. Documentation and adherence to policies, procedures and standards of the organization is an important part of this position. The Field Services Technician Supervisor is responsible for delivering high quality, cost effective solutions to all levels of users. This includes support for both the technology and processes. The Field Services Technician Supervisor is also responsible for supporting the business goals and objectives for the Information Management organization as a whole. Leadership responsibilities also include assisting the Regional Operations Manager (ROM) and temporarily assuming the ROM duties in the case of that person's absence, and assisting in group and team direction and work assignments. This position also manages a staff of Field Service Technicians. Additional responsibilities include the preparation and execution of training sessions, documentation, written and oral communication, preparation of routine project status reports, and participation in department customer service programs.
* Workstation Hardware -- Within broad guidelines installs, configure and maintain hardware for client workstations. Client hardware includes workstation hardware such as processors, memory, hard drives, video cards, monitors, and other peripherals. Possess the skills and knowledge in client workstation technology to support configurations in the organization. * Telecom -- Within broad guidelines assists in the support and maintenance of the telecommunication systems. * Inventory Management -- Track and document the hardware and software inventory. * Documentation -- Produce and maintain technical documentation. * Problem Solving -- Effectively assess, diagnose and solve complex configuration and hardware problems. Quickly and efficiently resolve problems assigned by the Service Desk. Assess overall performance of workstations and implement standard maintenance procedures to maximize performance. * Incident and Request Management -- Monitor and control local problem management and service requests. Manage assigned resources appropriately to ensure local problem management and service requests are responded to and resolved in a timely manner. * Staff Management - Recruit, train, motivate, evaluate, and retain a staff of highly skilled information systems professionals. Terminate staff as required. Provide ongoing leadership and motivation to ensure that the staff is focused committed and capable of producing expected results. Create and maintain a teamwork environment conducive to productive output, successful staff advancement and a rewarding work experience. Establish and enforce department policies, procedures and standards. Assist Regional Operations Manager in review of staff performance. * Communication - Provide effective oral and written communications to staff to facilitate understanding, ownership and accomplishment of project goals and objectives. Demonstrate strong interpersonal skills, possess good negotiating skills and promote teamwork among subordinates. * Standards - Develop and implement standards and procedures for technical problem solving tools and communication techniques. Maintain follow-up process for system deficiencies and end user trouble reports. Analyze and recommend procedural standards and changes to enhance user tasks and correct problem areas, as they become known. * Vendor Management - Contact vendors regarding service issues to receive support information or assistance. * Reporting - Establish and monitor department quality objectives, milestones and benchmarks. Develop and implement effective tools to measure performance against these standards, and to document and regularly report on all plans, priorities, schedules, budgets, staff assignments, programs and the current status of projects and routine assignments. * Project Management - Define boundaries, set priorities, plan, and manage multiple projects. Develop detailed project schedules for all assigned projects, mapping dates and resources to tasks. Monitor progress and resolve approved deviations from plan. * Teamwork - Maintain and demonstrate good teamwork on assigned projects through actions and job performance. * Customer Service - Lead in the development and administration of an effective Customer Service Plan which includes provisions to accept, record, prioritize, assign, track, resolve and report on customer service problems and issues. Lead in the establishing of departmental programs, which promote and emphasize the commitment to exceptional customer service standards. * Other - Perform other duties and special projects as assigned by the Regional Information Management Executive
Our Mission: WHY WE EXIST. To extend the healing ministry of Jesus Christ. Our Core Values: WHAT WE BELIEVE IN.DIGNITY Respect for the worth of every person, recognition and commitment to the value of diverse individuals and perspectives, and special concern for the poor and underserved. INTEGRITY Honesty, justice, and consistency in all relationships. EXCELLENCE High standards of service and per...formance. COMPASSION Service in a spirit of empathy, love, and concern. STEWARDSHIP Wise and just use of talents and resources in a collaborative manner.Our Vision: WHAT WE ARE STRIVING TO DO. CHRISTUS HEALTH, a Catholic health ministry, will be a leader, a partner and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities so that all may experience God's healing presence and love. Our Name and Symbol:WHO WE ARE. CHRISTUS is Latin for "Christ," and proclaims publicly the core of our mission. OUR NAME choice also recognizes the heritage of our two congregational sponsors, the Sisters of Charity of the Incarnate Word in Houston and San Antonio. Jesus Christ is the Incarnate Word, the Word of God made flesh. It is, therefore, only fitting that it is in another form of His name that our health ministries are called together. OUR SYMBOL Reflects the healing ministry of Jesus Christ - a combination of a medical cross and a religious cross. The flowing banner on the cross is a common symbol of the risen Christ, while the royal purple signifies Christ. The flowing banner also conveys a sense of motion as we move forward into a new era of service to our communities.
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