Area Operations Manager

Há 3 dias

São Paulo, São Paulo, Brasil Park Place Technologies Tempo inteiro
Job Title: Area Operations Manager

The Area Operations Manager plays a critical role in ensuring the successful operation of service delivery across the assigned Area of responsibility. This position is responsible for process management and actively assists in the management of daily activities, including the coordination of contracted employees, escalation management, open call management, and other duties as directed by Executive VP, Area VP, and Regional Service Managers (RSMs).

Key Responsibilities:
  • Drive critical service calls to solution, coordinate resources, reports, and communicates to customers and management.
  • Create and submit daily reports, including Critical Account Report, aged-open call reporting, and weekly status updates.
  • Act as a liaison between customers, partners, and Field Engineers for service incidents that are deemed Severity 1 priority, VIP status, or aged-open requests.
  • Participate and drive escalation management, enforce the escalation process for all calls, and communicate issues impacting customer satisfaction.
  • Assign contracted employees to an open incident wherever needed.
  • Quote T&M incidents and process billing to ensure accuracy, working in conjunction with the T&M specialist.
  • Provide performance feedback to AVPs on Field Engineers.
  • Ensure procedures are documented where applicable in all departments, including repair operations, spares testing, system upgrades, complex builds, and special requests as required.
  • Utilize reporting tools to measure organizational effectiveness within Customer Services and develop corrective and preventive action plans for non-existing or non-conforming processes.
  • Deliver reporting utility "FieldPoint" portal demos for new customers, as required.
  • Participate in "after-hour" rotations with other AOMs as the Area Escalation Manager.
  • Provide peers with backup coverage as needed.
  • Effectively work remotely with direct reports, support staff, sales, corporate finance, and customers.
  • Travel within their assigned Area to meet with customers, prospects, and direct reports.
Requirements:
  • Minimum four (4) years of experience working in customer service, computer, or technical field as a resource to the field.
  • Proven track record in solving technical problems across geographies and constituencies.
  • Industry experience in data center environments, preferred.
Education:

High School diploma or GED, and technical training on computer hardware or software, required.

Travel:

10%

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