Customer Services Manager

We are currently hiring for a Global Technology Services Manager. The position is onsite at our Atlanta facility (Duluth, Georgia). 

Function

The Global Technology Services Manager will manage the Global Technology Services team against agreed service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts. 

Key Responsibilities

•    Manage a team of (remote) technical support engineers and ensure that agreed targets are met and appropriate qualitative standards achieved.
•    Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers. 

•  Prepare related reports for management to monitor costs, revenue, or related metrics. 

•    Implement methodologies to improve first call resolution.

 •    Ensure processes are adequately executed.
•    Guide team members towards a customer-centric approach. 
•    Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
•    Analyze technical support desk activity and make recommendations for increased organizational efficiency and effectiveness.
•    Handle escalation of service issues from customers, service partners or internal contacts.

•  Organize assistance from other parts of the organization.

•  Ensure customer communication and define all required actions to regain customer confidence and satisfaction.
•    Interface with Field Service Team, R&D, and product management, as well as Sales & Marketing, in order to ensure timely resolving of customer problems.
•    Implement staffing and scheduling models to ensure guaranteed coverage to the business.
•    Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support.

•  Provide regular performance coaching of staff to ensure highest levels of performance for the team. 

•   Participate in svc related improvement projects or becomes specialist in a certain domain  

Education:

• Bachelors, Masters degree, or equivalent experience

Experience:

• Min 5 years experience in service environment
• Minimum 2 years experience as a people manager required

Competencies:

• Good technical basis and product knowledge
• Independent with excellent communication skills dealing with customers and other (internal) stakeholders
• Aptitude for critical thinking and improvement suggestions

Are you excited to dive into a new challenge?  

Don't hesitate to apply!