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Evening - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Field Services Manager is responsible for managing a team of field technicians responsible for onsite installation, configuration, repair, and maintenance for a variety of end user and network devices at SHC locations across the San Francisco Bay Area. The Field Services Manager will provide escalated support as required for complex or recurring technical issues, and work with the SHC Service Desk and desktop engineering teams to identify and remediate recurring issues.

Locations

Stanford Health Care

What you will do

• Manage technician activity across SHC field locations, optimizing support and ensuring the team is trained and equipped with the proper skillsets and resources to meet SHC’s evolving needs.

• Manage team performance towards service level metrics, develop metrics to measure and assess team performance, and implement processes to ensure continuous improvement.

• Ensure consistent communication between senior technicians and desktop/network engineering teams to identify, diagnose, and resolve recurring incidents in the field.

• Ensure performance of root cause analysis and remediation of recurring problems in the environment.

• Document and optimize processes for onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.

• Ensure close contact between technicians and the SHC depot to ensure required inventory levels and timely delivery of spare parts and new devices.

• Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues.

Education Qualifications

• Bachelor's Degree Bachelor's degree in a work-related field/discipline from an accredited college or university Required

• Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Experience Qualifications

• Seven (7) years of progressively responsible and directly related work experience

Required Knowledge, Skills and Abilities

• Strong experience troubleshooting, repairing, and supporting the following (or similar):

• Windows 7, Windows 8, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN);

• HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 hardware systems required;

• Apple (iPad) and other common tablet computing devices;

• Printers, monitors, external hard-drives, network interface cards, etc.;

• Cisco routers (e.g., 36XX, 76XX, ASR 1XXX);

• Cisco switches (e.g., Catalyst, Nexus);

• Cisco wireless access points (e.g., Aironet);

• Associated networking devices (e.g., LAN Controllers, WAN Optimizers).

• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ required

• One or more of the following certifications preferred : CCIE, CCNA, CCNP, CCDE, CCDP, CCSP, CCVP

• Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction

• Must have clean driving record and ability to work at SHC sites throughout the San Francisco Bay Area

Licenses and Certifications

• DL - Driver’s License – Any US State

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care

• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $66.46 - $88.05 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .