Global Technology 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 and will be responsible for driving performance against agreed Service Level Agreements (SLA’s).

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 processes to ensure that a high-quality service is provided to both internal and external customers.
•    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. Organizes assistance from other parts of the organization. Ensures customer communication and defines 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.

Hybrid role 

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!

Barco is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without discrimination on the basis of race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, age, mental or physical disability, medical condition or AIDS/HIV status, ancestry, national origin, genetic information, military, veteran status, marital status, citizenship or any other status protected by applicable federal, state, or local laws.

If you need reasonable accommodation for any part of the application process at Barco, please contact our HR department at hramericas@barco.com. Please specify the reasonable accommodation you are requesting, along with the job posting number in which you may be interested. A Human Resources representative will review your request and contact you to discuss reasonable accommodation.

Equal Opportunity Employer: Veteran / Disability