In my previous role, I managed a team of 15 field service technicians, overseeing daily operations and ensuring timely resolution of customer issues. I implemented a performance tracking system to monitor response times and customer feedback, which improved our satisfaction ratings by 20%. By fostering open communication and providing regular training, I ensured the team was equipped to handle complex technical challenges while maintaining a customer-centric approach.

I prioritize tasks based on urgency, impact, and resource availability. I use a ticketing system to categorize requests and assign them to technicians with the appropriate expertise. For critical issues, I ensure immediate attention, while scheduling less urgent tasks efficiently. Regular team briefings help me stay updated on progress and reallocate resources as needed, ensuring all requests are addressed promptly without compromising quality.

Safety is a top priority in field service operations. I conduct regular safety training sessions and ensure all technicians are certified in relevant protocols. I also perform routine site inspections and audits to identify potential hazards. By maintaining clear documentation and encouraging a culture of accountability, I ensure compliance with safety standards, reducing incidents and fostering a secure working environment for the team.

I address conflicts by listening to all parties involved and understanding their perspectives. For team conflicts, I facilitate open discussions to resolve misunderstandings and reinforce collaboration. With customers, I focus on empathy and problem-solving, ensuring their concerns are addressed promptly. By maintaining transparency and professionalism, I turn conflicts into opportunities for improvement, strengthening relationships and trust.

In my previous role, I identified inefficiencies in scheduling and resource allocation. I implemented a GPS-based tracking system to optimize technician routes, reducing travel time by 15%. Additionally, I introduced a mobile app for real-time updates and documentation, streamlining communication and reducing paperwork. These changes improved overall efficiency, allowing the team to handle more requests without compromising service quality.