Area Operations Manager

3 semanas atrás


São Paulo, São Paulo, Brasil Park Place Technologies Tempo inteiro

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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