Support Service Associate

Company Overview

Iron Systems is a pioneering and client-centric provider specializing in custom computing infrastructure platforms including network servers, storage solutions, OEM/ODM appliances, and embedded systems. With over 15 years of experience, the company is renowned for innovative problem-solving combined with comprehensive design, engineering, manufacturing, logistics, and global support services.

Job Summary

The Support Service Associate role involves overseeing and coordinating field service vendors and their engineers to ensure availability for the allocated projects. Responsibilities include managing worker assignments for each case or work order, handling escalations, and maintaining regular updates to cross-functional teams regarding progress and resolutions. Flexibility to support outside standard working hours on an exception basis is expected in this ON-DEMAND Business environment.

Key Responsibilities

• Conduct monthly or biweekly availability assessments of field support personnel and vendors, updating the internal portal accordingly.
• Request replacements through the onboarding team when approved engineers are unavailable.
• Achieve daily targets related to cost savings through negotiations.
• Negotiate cost proposals effectively with workers or vendors multiple times as required.
• Recognize potential risks in personnel availability and develop mitigation strategies to prevent loss of business or reputation.
• Maintain accurate and current worker status entries in the portal.
• Collaborate closely with the incident management team to secure registered engineers for specific projects on scheduled dates.
• Participate in on-call rotations with cross-functional teams for timely issue resolution.
• Create and close tickets on the portal in alignment with service incidents.
• Initiate requisitions for replacements when necessary.
• Provide ongoing support to incident tickets by coordinating effectively with vendors.

Required Qualifications and Skills

• Excellent verbal and written communication skills.
• Strong ability to collaborate within team settings.
• Proficient problem-solving capabilities.
• A focused approach on cost-saving and financial prudence.
• Advanced skills in escalation and incident handling.
• Experience working with ticketing systems such as Ticketmaster, ServiceNow, Salesforce, Freshdesk, Zendesk, or Jira.
• Competency in risk assessment and mitigation.