Customer Service Manager
Customer Service Manager
Job Description
This is an internal job posting for current GETNA employees only. No external resumes will be accepted for this position at this time.
The primary responsibilities of this position are to manage day-to-day field service personnel and maintenance for the company’s products, including interface with the Customer. Communicate with the Program Manager(s) to insure that GET remains in compliance of contractual obligations
Essential Job Functions (includes but is not limited to)
- Responsible for overseeing the service staff of assigned region and ensuring that company policies, procedures and performance standards are met.
- Manages the Field Service Engineers (FSEs) assigned to their region by organizing, dispatching and documenting the work of FSEs and other technical resources ensuring that technical support services are completed on schedule and at the highest levels of quality in order to conform to performance metrics
- Supports the day-to-day field service and repairs operation to maintain compliance to the Customer(s)’ contract Assists FSEs in the delivery of technical services as necessary and appropriate.
- Interfaces with principles and support personnel at GETNA for the diagnosis and repair of problems with field equipment hardware and software.
- Assist in managing the help desk calls for Level 1 and 2 and Level 3 support, to ensure contract compliance for response time of the Customer(s)
- Responsible for overseeing all hardware and software upgrades to field
- Assures that software and firmware is at current revision Works with vendors to request and schedule upgrades and with customers to support the upgrades.
- Serves as one of the Train-The-Trainer to other FSE’s for customer requirements on processes, systems, maintenance procedures and repair of company’s products
- Maintains technical and operational documentation for Responsible for designing, documenting and periodically updating all procedures used in the maintenance, repair, and upgrading of all field equipment
- Responsible for contributing to weekly and monthly reporting as defined by the Program Manager
- Provide input to the Program Manager(s) and Company Management for the development of a long-range maintenance and support plan for company’s installed systems.
- Participate in establishing and assumes ownership of performance
- Assists in continuous improvement initiatives intended to improve performance to the customer and cost savings to GET
- Coordinates with other stakeholders throughout service and the company to assure maximum operational performance
- Stays current with technological developments related to company’s products, solutions and software, as well as management practices, which involve reading publications, subscribing to Internet lists, attending conferences and workshops, and meeting with colleagues.
- Participates in the development of Requests for Proposal (RFP) as it relates to Support Services provided by the Company.
- Participates in the selection of the Field Service Engineers, trains, motivates, and evaluates them; establishes and monitors employee performance objectives; prepares and presents employee performance reviews; provides or coordinates staff training and education; works with employees to correct deficiencies and fully develop strengths; and coaches, mentors, and implements discipline as necessary.
Positions in this classification may perform all or some of the responsibilities above and all positions perform other related duties as assigned.
Required Skills
- Provide leadership in the development, update and maintenance of support documentation for configurations and standardization. Interface with configuration management, integration team, escalation engineering and vendors as appropriate.
- Expertise in at least one area of technical support and can perform efficiently in various
- Technical knowledge is often sought by internal and external
- Expert capabilities in triaging and remediating system problems and issues
- Strong skills and capabilities to evaluate and tune systems to allow them to run
Problem Solving, Creativity and Innovation
- Effectively produce, update and maintain all required status reports and
- Research, compile, and analyze data to develop recommendations for appropriate business decisions and/or actions
- Consistently leads and works on complex assignments requiring independent action and a high degree of initiative to resolve Act independently to determine methods and procedures on new assignments. Able to identify and solve new or unique problems using analysis of facts and/or previous solutions.
- Responsible for planning and carrying out assignments, resolving conflicts and coordinating work with others. Informs management of progress and potentially controversial matters.
Leadership
- Perform independently to determine the appropriate methods and procedures on new assignments, projects or tasks.
- Leads, coaches, trains and mentors other team members through new assignments, complex issues, personal objectives and/or projects.
- Often acts as a facilitator and team leader and provides technical leadership to others on more complex tasks.
Communication
- Communicate effectively with all levels within the company through project presentations, demonstrations and training.
- Excellent interaction skills at all levels within the customer’s organization including end user, management, executive levels and support teams.
- Acts as an information source and represents the company on projects specific to the area of expertise.
- Actively listens and solicits feedback from the customer to make process
- Strong interpersonal Able to communicate effectively and tactfully with both customer management and technical staff.
- Able to discuss technical issues with non-technical team members and drive issues to
Teamwork and Planning
- Takes the lead in building the technical support team for customer facing
- Able to work effectively within customer teams and manage project deliverables
- Builds effective relationships with internal, external, peer technicians and
- Recognizes obstacles during planning process, develops contingencies, recommends solutions and follows through with appropriate actions and with an awareness of budget
- Organizes complex information, implements actions and is responsible for short to medium term technical projects.
- Demonstrated ability to multi-task and
Work Environment and Physical Requirements
Works normal working hours but is responsible for managing tasks which sometimes may take place during evening, weekend, and holiday hours.
Work may require travel to customer sites, conferences and seminars (up to 40%). Incumbent is continuously faced with several tasks considered to be high priority. Service and support must continue while assuring that day-to-day operations continue and technical problems are resolved. Logical problem solving and ability to work under pressure.
Continuing education is required via trade journals, Internet-based communication, and course work. Organization and time management skills. From time to time may require ability to lift and move equipment as necessary.
The work requires light physical effort with frequent lifting and/or moving of materials in the 10–30-pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery
Required Experience
- B.S. in Mechanical, Electrical, Electronic, or Computer Engineering and/or
- Minimum of 10 years of field experience
- Military training can augment/replace formal educational training
Must be a US Citizen, without dual Citizenship