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Kinettix Upgrades Philippine’s Service Operations Center

Kinettix Upgrades Philippine's Service Operations Center

Since establishing a Service Operations Center in Cebu, Philippines five years ago, Kinettix has continued to invest and expand its facilities. We are excited to announce that we have relocated and upgraded our Service Operations Center. The relocation within Cebu City to a more central location allows easier access for our team members. This improved facility includes a stronger IT infrastructure and data center space with diverse Internet connectivity and redundant power.


An exterior view of Kinettix's Service Operations Center in Cebu, Philippines.Pictured: An exterior view of Kinettix's Service Operations Center in Cebu, Philippines.


Our Service Operations Center is staffed 24 x 7 x 365 with up to 30 team members. These resources include Project Management and Coordination, Technical Coordination, Vendor Development, Billing, and Human Resources. With our new facilities, we can better scale the team up quickly to meet client demand.


Work stations at Kinettix's newly upgraded Service Operations Center in Cebu City. Pictured: Work stations at Kinettix's newly upgraded Service Operations Center in Cebu City. 


Kinettix continues to invest in tools and its own proprietary platform to support and scale the remote services provided by our Service Operations Center. We are dedicated to an ongoing process of training and timely education. With the addition of training facilities, we will now be able to conduct live interactive training sessions in addition to online and virtual training.


Training room in Kinettix's new Service Operations Center in Cebu City. 

Pictured: A training room in Kinettix's new Service Operations Center in Cebu City. 


From this Service Operations Center, we help IT services companies augment their service delivery team with ready-to-go project and technical coordinators. They are deeply experienced in Global IT Field Services.  Each resource is dedicated to the organization with a PC, dual screen, VOIP capabilities and work in the company’s tools and process as requested by the client. We specialize in providing cost effective service offerings at the scale needed by each client’s requirements. Some of our services include:

 

Talent Pool Development

Our project coordinators develop client talent pools by recruiting field technicians based on the technical and project requirements.

 

Field Technician Management

Once your project is up and running, our project coordinators handle all the different aspects of field technician management, including:

  • Confirm completion of background checks and drug screens.
  • Confirm required tools have been acquired.
  • Ensure technical certifications have been submitted.
  • All prerequisite training has been completed and related exams graded.

 

Ticket Management

No matter the size of your project, our project coordinators ensure that each ticket is properly entered, scheduled, tracked, and closed out. If issues arise, they manage the escalation process and upon completion, they audit the ticket to ensure completeness of information.

 

Field Technician and Site Call Aheads

Ensuring the field technician and site are ready for your deployment is paramount to keeping your project on schedule. Our project coordinators contact both prior to the scheduled deployment date and if there are any issues, escalate immediately while there is still time to properly manage the schedule.

 

Field Technician Check-In / Check-Out

For the check-in and check-out of field technicians, our project coordinators will ensure the proper arrival and departure as well as any checkpoints during the deployment. This ensures that any issues encountered are quickly identified and addressed.

 

Deliverables Collection & Auditing

Our project coordinators understand the importance of ensuring the proper collection of deliverables. They will ensure all deliverables requirements are met at the time of the deployment or they can go back, and audit previously completed deployments and track down any that may be missing.

 

Installation Reviews

For more complex deployments, installation reviews may be required in advance to properly define the scope of work. Our Project Coordinators are experienced at reviewing photos and information gathered during a site survey and providing proper feedback for scope confirmation.

 

Equipment Shipping & Arrival Confirmation

If equipment is required to be sent to a site prior to a deployment, we track the equipment and complete confirmation calls upon arrival at the site. Additionally, we ensure to provide instructions on how the equipment should be secured until field technician arrival.

 

Billing Audits

With multi-site deployments, billing-related activities can be overwhelming. Our project coordinators know how to navigate the various work orders, purchase orders, and invoices to ensure you were properly billed for the services you received.

If interested in more information about our new facility or if you would like to learn about our services offerings, please contact Kinettix Cebu City, Philippines at cebu@kinettix.com.

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Chad Mattix

Written by: Chad Mattix

A global IT executive experienced in establishing strategic partnerships for large U.S.-based organizations, Chad Mattix specializes in managed services, contract pricing and negotiation, and the startup and growth of technology services companies. Chad has spent the last 15 years helping large U.S. retailers and U.S.-based IT service providers expand their capabilities across the globe to follow their clients’ expansions. He has developed and completed full entity formations in Brazil and China and has worked with sales pursuit teams in messaging and client-facing presentations. He has also established global alliance and partnership models for multiple global IT organizations. Chad travels around the world to develop and maintain long-term relationships with employees, clients, vendors and partners, which are critical for success.

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