Area Operations Manager
3 semanas atrás
Job Summary
The Area Operations Manager is a critical role responsible for ensuring the successful operation of service delivery across the assigned Area of responsibility. This position requires a strong focus on process management, customer satisfaction, and technical expertise.
Key Responsibilities
- Drive critical service calls to solution, coordinate resources, and communicate with customers and management.
- Create and submit daily reports, including critical account reports, aged-open call reporting, and weekly status updates.
- Act as a liaison between customers, partners, and Field Engineers for service incidents that require immediate attention.
- Participate in escalation management, drive the escalation process, and communicate issues impacting customer satisfaction.
- Assign contracted employees to open incidents as needed.
- Quote and process time-and-materials (T&M) incidents, ensuring accuracy and working with the T&M specialist.
- Provide performance feedback to Area Vice Presidents (AVPs) on Field Engineers.
- Document procedures in all departments, including repair operations, spares testing, system upgrades, complex builds, and special requests.
- Utilize reporting tools to measure organizational effectiveness within Customer Services and develop corrective and preventive action plans.
- Deliver reporting utility "FieldPoint" portal demos for new customers, as required.
- Participate in after-hours rotations with other AOMs as the Area Escalation Manager.
- Provide backup coverage for peers as needed.
- Effectively work remotely with direct reports, support staff, sales, corporate finance, and customers.
- Travel within the 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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