Site Manager, Technical Support and Projects

US-NV
1 week ago
Requisition ID
2017-1564
Category (Portal Searching)
Operations

Overview

Supervise the day-to-day work activities of post-sale installation, delivery, deployment and ongoing support functions for the field service organization for an assigned customer site inclusive of the people, process, systems and measures.  Ensure installation, delivery and deployment services are delivered to the assigned customer in a consistent, high quality and professional manner using structured and disciplined practices to ensure stable post-sale services are consistent with company initiatives and expectations.  Ensure activities are achieved that meet corporate customer satisfaction objectives as well as internal and external SLAs. 

Responsibilities

  • Supervise the day-to-day service operations of the installation, delivery and deployment of technical resources within area of responsibility.
  • Meet goals for area of responsibility including analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance.
  • Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.
  • Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.
  • Monitor technician work activities & outcomes and proactively identify and remove barriers to meeting customer expectations. Work with technicians to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution.  Escalate issues as appropriate. 
  • Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day operations and the customer experience within area of responsibility. Support all company initiatives aimed at performance and quality improvement such as, but not limited to, achieving the NACS National Services Platform to include leading change management efforts within and across area of responsibility.
  • Effectively support the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on employee performance within area of responsibility.
  • Promote a respectful work environment and hires, develops and retains employees to maintain a qualified, motivated and productive workforce. Use standard HR tools e.g. the appraisal process to provide regular feedback and agree upon tasks and goals with respective employees.
  • Provide timely response to requests for information, reports and other operations data from functional departments.
  • Achieve performance targets established by leadership for applicable Key Performance Indicators.
  • Perform other duties as assigned by management.

Qualifications

  • Bachelor’s Degree preferred in Business, Operations Management or related field; or equivalent, relevant experience.
  • 3+ years of increasing Operations Supervisory responsibilities of product and service delivery within technology services or related industries.
  • Experience in an Avaya contact center environment is preferred
  • Demonstrated strengths in ability to clarify goals & objectives, build team commitment, analyze and ensure progress toward objectives, identify areas for improvements in processes and knowledge and skills of employees.
  • Good interpersonal, organizational and communication skills.
  • Experience handling employee issues and making sound judgment decisions in this area.
  • Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud based technology systems.
  • This position will supervise service technicians assigned to the designated customer site.
  • Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind.  Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success.
  • Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer.  Considers the impact on the external customer when taking action or carrying out one’s own job tasks.
  • Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment.
  • Manages Organizational Change - Facilitates change in the workplace and understands how change affects employees. Effectively manages change within the organization. Facilitates improved communication across the organization.
  • Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement.

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed