Support Service Associate

Company Overview

Iron Systems is a forward-thinking, customer-oriented provider specializing in customized computing infrastructure solutions including network servers, storage systems, OEM/ODM appliances, and embedded systems. With over 15 years of trusted experience, the company excels in innovative problem-solving combined with comprehensive design, engineering, manufacturing, logistics, and worldwide support services.

Job Description

The Support Service Associate will oversee the management and coordination of field service vendors and their engineers, ensuring their deployment across various assigned programs. Responsibilities include timely assignment of workers to cases or work orders, escalating issues effectively, and keeping cross-functional teams informed of progress and resolutions.

This role demands practical experience in coordination with either vendors and their workers or direct employees. Regular reporting of performance metrics on daily, weekly, quarterly, and monthly bases to management is required. The associate will also utilize negotiation skills to drive cost efficiencies benefiting the company's ledger.

Given the dynamic and on-demand nature of the business, flexibility in work hours and occasional support beyond normal shifts are expected.

Key Responsibilities

• Conduct monthly or biweekly availability assessments of all field support workers or vendor engineers and update the tracking portal accordingly.
• Initiate requests for replacements through the onboarding team when approved engineers are unavailable.
• Achieve daily cost-saving objectives through effective negotiation.
• Perform multiple negotiations to reduce costs proposed by vendors or workers.
• Anticipate risks related to worker availability and develop risk mitigation strategies to prevent business or reputational harm.
• Maintain current worker status records within the tracking portal.
• Collaborate closely with the incident management team to secure approved engineers for specific projects and scheduled activities.
• Participate in on-call rotations and coordinate with cross-functional teams.
• Create and close tickets in the portal as needed.
• Request new requisitions when replacements are necessary.
• Offer support for incident tickets in coordination with vendors.

Required Skills and Competencies

• Exceptional communication abilities
• Strong teamwork skills
• Effective problem-solving aptitude
• Focus on cost-saving practices
• Proficient in escalations handling
• Experience managing incidents
• Familiarity with ticketing systems such as Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira, or similar platforms
• Ability in risk assessment and mitigation