Area Operations Manager

4 semanas atrás


Santos, 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 requires a strong focus on process management, customer satisfaction, and technical expertise.

Key Responsibilities:
  1. Service Delivery Coordination: Drive critical service calls to solution, coordinate resources, and communicate with customers and management to ensure timely resolution.
  2. Reporting and Analytics: Create and submit daily reports, including critical account reports, aged-open call reporting, and weekly status updates, to provide insights into service delivery performance.
  3. Escalation Management: Act as a liaison between customers, partners, and Field Engineers for Severity 1 priority, VIP status, or aged-open requests, and drive the escalation process to resolve issues.
  4. Resource Allocation: Assign contracted employees to open incidents and ensure accurate billing and processing.
  5. Performance Feedback: Provide regular performance feedback to AVPs on Field Engineers to ensure high-quality service delivery.
  6. Process Documentation: Ensure procedures are documented in all departments, including repair operations, spares testing, system upgrades, and special requests.
  7. Reporting and Analysis: Utilize reporting tools to measure organizational effectiveness within Customer Services and develop corrective and preventive action plans.
  8. Customer Support: Deliver reporting utility "FieldPoint" portal demos for new customers and provide backup coverage as needed.
  9. Travel and Collaboration: Travel within the assigned Area to meet with customers, prospects, and direct reports, and effectively work remotely with support staff, sales, corporate finance, and customers.
Requirements:
  1. Experience: Minimum four (4) years of experience working in customer service, computer, or technical field as a resource to the field.
  2. Problem-Solving: Proven track record in solving technical problems across geographies and constituencies.
  3. Industry Experience: Industry experience in data center environments, preferred.
Education:
  1. High School Diploma or GED: Required, with technical training on computer hardware or software.

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