Manager of Service Operations - AV integration - Maine

Company Name:
J. Patrick and Associates
Manager Service Operations AV integration Maine

Our client, a leading provider of AV integration is seeking a Manager of Service Operations to support its Enterprise customers and service team. This is a customer service position with a high focus on quality control and building relationships to achieve maximum efficiency and quality.

Responsibilities:
- All stages of the service delivery process
- Measure business metrics and manage business development to ensure that business plans have been achieved.
- Lead a team of AV engineers in various locations.
- Institute a center of technical expertise that provides quality support and resolution of customer reported events in a timely and effective manner
- Assist in supporting existing and potential customers, US Sales, Engineering for AV build, and Provisioning Group for turning up new and existing services.
- Adhere to all developed/contracted Service Level Agreements in association with specific customers
- Drive all necessary escalations, as required, through resolution
- Prepare and deliver all reporting metrics in association with the 24/7/365 operations center
- Handle functions within service delivery chain and ensure that all metrics and standards are met and minimize all down time that may impact customers.
- Monitor the performance and meet standards, regulations, and compliances.
- Escalate any issues to upper level management if necessary.
- Maintain high quality of customer satisfaction and service by ensuring quality control
- Work closely with all delivery teams and ensure top quality control.
- Document and diagnose incident reports and trends analysis
- Communicate and drive back-office requirements to support objectives
- Ensure all staff are fully equipped with any information or knowledge that is required for their tasks.
- Develop a close relationship with carrier, suppliers, customers, and clients to ensure quality of services.

Education, Experience and Skills Requirements:
- Bachelor?s Degree in Engineering or related field preferred.
- 5+ years of customer facing experience.
- Producing high quality work while engaging in multiple projects simultaneously and meeting deadlines.
- Experience working in a service provider environment
- Experience working with multiple providers and vendors.
- Familiarity with AV (audio visual) integration and CCTV products and services
- Ability to work in a fast paced and high pressure environment.
- Ability to mentor and coach staff with less experience.
- 5+ years of experience working in a technical/product support role handling Level 2-3 and Service Delivery.
- Customer-focused, passionate about delivering exceptional Customer Technical Support
- Exceptional Communication and Customer interface skills.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables;
- Demonstrate leadership qualities/skills



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