Susan Hilliard

Director of Field Services @Bell Techlogix, Inc.

US

Recipient of the Bell Techlogix Achievement Award for Extraordinary Contributions and Performance in 2022Focuses on Customer service, Customer Relations, Leadership, Decision Making and Critical Thinking.• Leads Deskside and Asset Management Support team on client sites to achieve all operational metrics and client satisfaction standards.• Leads Deskside and Asset Management Support team in analyzing complex business-related issues as they apply to system infrastructure and provide on-demand solutions.• Maintains and improves profitability and operational excellence.• Maintains and fosters a positive business relationship with all assigned clients.• Ensures that all client SLA’s and KPI’s are met.• Develops and implements strategic initiatives.• Serves as liaison between cross functional teams to include KM, Service Desk, QA, and others to drive proactive shift left/best opportunities.• Responsible for ensuring knowledge base includes general & client specific information that is accurate and readily available and communicates applicable knowledge, policies, and procedures to technical leads & analysts.• Assists in QA Review process implementation.• Trains, coaches and mentors onsite leadership team, deskside and asset management support teams.• Manages and provides training/coaching opportunities and reviews technical/non-technical issues with technical leads & analysts in a timely manner.• Sets stretch objectives for employees and manages performance issues consistently & effectively.• Meets with direct reports on a regular basis to monitor performance and development.