• Customer Operations Manager

    Job Locations US-IL
    Posted Date 1 week ago(12/5/2018 1:17 PM)
    Requisition ID
    2018-2305
  • Overview

    Manage 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. 

    Position is a salaried role; remotely based in or around the Chicago IL area.  25% travel around the midwest region from Missori to the north may be occassionally required.

     

    What’s in it for You?

    Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like a 401K, life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!

     

    We understand attracting great talent requires going beyond just competitive compensation and benefits.  Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements.  We have no shortage of opportunities.  If you are looking for a business that allows for individual reward and growth, we are the place for you!

     

    About Black Box Network Services

    Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and 3,500 team members. 

     

    We provide solutions to build and manage IT infrastructure of our customers with a product platform that covers IT infrastructure, specialty networking, multimedia and keyboard, video, mouse switching and a service platform includes unified communications, data infrastructure, and managed services. Black Box addresses the needs of multiple industries including, but not limited to, business services, retail, government, financial, healthcare, technology, manufacturing, distribution, construction, education, hospitality, and transportation industries.

    Responsibilities

    • Evaluate and manage service activities to enhance process flow, provide quality and timely solutions and take appropriate actions to grow revenue and maintain or improve service levels.
    • 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 client service-oriented environment focused on quality and timely MAC and Incident solutions. Oversee documentation of issues, action plan and outcome and distribution within area of responsibility. Lead MAC and Incident service to surpass client satisfaction and achieve internal and external SLAs.
    • 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. 
    • Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.
    • Build bench strength and lead succession planning for area of responsibility by identifying, developing and promoting high potential talent.
    • 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.
    • Manage and fully understand the collective bargaining agreement(s) and participate in union contract negotiations, as applicable, within area of responsibility.
    • Achieve performance targets established by leadership for applicable Key Performance Indicators.
    • Foster and ensure collaborative working relationships within NACS operations and across all levels and departments of the organization to execute field dispatch functions and company priorities.
    • Perform other duties as assigned by management.

    Qualifications

    Knowledge, Skills, & Abilities:

    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, setting policies or carrying out one’s own job tasks. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

    Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment.  Analyzes and distinguishes core problems by looking at the symptoms.  Resolves key issues behind major problems in the short term while developing and executing long term solutions.

    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. Sets and maintains high performance standards for self and others that support organization’s strategic plan.

     

    Education/Experience Requirements:

    • Bachelor’s Degree preferred in Business, Operations Management or related field; or equivalent, relevant experience.
    • Minimum 5+ years’ experience managing the installation, servicing, and maintenance of low voltage cable infrastructure systems such as Category 3, Category 5, Enhanced Category 5, Category 6 and Fiber Optic Structured Cable Distribution Systems.
    • Comprehension of terminology pertaining to installation & service of cabling infrastructure for telecom, data, security & wireless systems.
    • Working knowledge of industry standards including BICSI, ANSI, EIA/TIA, and local and National Electric Code.
    • Proven management experience with ability to lead employees to achieve or surpass results.
    • 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.
    • Strong interpersonal, organizational and communication skills with the ability to create a partnership atmosphere with internal and external resources while achieving objectives.
    • Strong experience handling employee issues and making sound judgment decisions in this area.
    • Demonstrated success in compiling, analyzing, and presenting financial and performance data.
    • Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud based technology systems.
    • Successful history of managing change and continuous improvement.

     

    Supervisory Responsibility:

    This position will manage service technicians assigned to the designated customer site, may manage supervisors.

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