Technical Service Manager

Permanent opportunity for a Technical Service Manager in northern suburbs.  Technical Service Managers (TSMs) are responsible for managing time/material, Moves, Adds and Changes (MAC) and maintenance services for our customers. They ensure the success of our service program with retail customers and supervise Level I and Level II Technical Service Representatives (TSRs).

The Technical Services (TS) group is responsible for fielding customer service calls and providing technical expertise in the diagnosis and resolution of those calls. TS provides 1st and 2nd level technical support to our customers and field service technicians on all varieties of equipment including telephony, data, and data networks. In the event a solution can not be provided over the phone, TS is responsible for dispatching field technicians to the customer site for resolution. TS works with a unique set of customer profiles which help them identify what the proper procedures are in the coordination and resolution of problems.


The services managed include maintenance contracts, break-fix service, preventive maintenance programs, and Move/Add/Change (MAC) services for a wide variety of in-store technologies. Customer portfolios range in size from two (2) to five (5) millions dollars.

Role/Responsibilities:

Call Center ManagementEstablish, measure and meet key performance metrics Understand the key components of the Service Level Agreements (SLAs) Develop and execute operational processes to optimize customer satisfaction Analyze failure trends, perform root cause analysis and implement corrective action Manage internal escalation process and external customer communication Approximately 25% travel expected Saturday coverage and extended hours based on business need and workload expected Carry a cell phone (and/or PDA device e.g. blackberry) during business and non-business hours



Staff/Team ManagementManage multiple teams and provide sound strategic direction and change that meets the needs of the company Coach, mentor and evaluate the performance of an individual, team and area by means of established and communicated expectations, measurements and feedback. Apply appropriate corrective action, discipline and termination as appropriate Assess resource and skill needs, effectively define and document requirements, timely, effective and professional evaluation of candidates Manage salary expectations relative to market as well as, manage salary to individual performance and or contribution Demonstrate knowledge of internal and external business applications, market conditions, competitive positioning and overall industry knowledge Create and execute career development opportunities for each direct report and assure the continuous skill and professional development of team members Process improvement and management



Financial ManagementManage customer portfolio to exceed profitability expectations Manage customer billing to exceed corporate expectations Review P&L and determine financial soft spots relative to the business and provide solutions or change Manage allocated budget by responsible expense management and resource allocation

 

 

Experience Required/Preferred : BA/BS degree preferred, or equivalent work experience 5 years practical customer support experience with a minimum of 3 years experience in managing or supervising in an in-bound call center environment Basic understanding of Voice or Data technology Experience with ticketing/work-order systems Previous customer account and escalation management experience Demonstrated experience in creating and measuring call center performance Intermediate computer skills to include: Microsoft Word, Excel, PowerPoint and typing User-level experience with Lotus Notes e-mail a plus