Operations Manager - Global Customer Support Sparta Systems
THIS JOB HAS EXPIRED Job Function
The Operations Manager, Global Customer Support, provides leadership to a team of Customer Support Engineers and other highly skilled professionals to rapidly respond to, address and resolve customer requests related to the performance of their deployed Sparta solutions. Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles which may include employee morale, customer satisfaction and other variable factors including operational efficiency, Sparta Systems business priorities, regulatory and quality considerations. Frequently interacts with internal and external senior managers and executives. Has the ability to influence the thinking of, or gain acceptance of others in sensitive situations. Passionately fosters innovation and participates in building a learning organization. Facilitates the mentoring of staff on technical and product knowledge and company operating procedures. To meet the needs of our customers, work outside the core Company business hours and holidays are required.
Manages the day-to-day operations of the Customer Support department, being the primary point of escalation contact for customers with technical support issues or requests related to Sparta Systems products and services.
Ensures that appropriate staffing levels with the required skills are maintained at all times to fulfill the support needs and priorities of a rapidly growing global customer base
Coordinate efforts from resources across the Sparta Systems functional areas and outside vendors in order to ensure the customers? support requirements are addressed in a timely manner to the highest quality standards.
Mentor and guide the team to rapidly resolve issues, report and track time accurately, and respond in a highly professional positive manner in all their interactions with internal and external customers.
Acquire and maintain a working knowledge of the TrackWise portfolio of solutions.
Assess hardware, software and network related issues on customer systems and coordinate/facilitate remedial recommendations
Stay abreast of the latest B2B software technology advances through continuous education
Collaborate with other internal and external groups on solving complex technical and business issues and developing innovative solutions
Proposes for consideration and implements business process improvements
Ensures that problems and solutions are effectively documented into a product knowledge database
Ensure that employees are trained on the appropriate Company product portfolios and related technologies and there are systems in place to ensure continuous skill updates as the product offerings evolve
Occasionally participates in customer site visits, as necessary
Short notice and/or overnight travel, as required, to work on customer systems.
Adheres to the Company?s quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures
Bachelor?s degree in Computer Science, Information Systems, Applied Sciences / Engineering or other related field with a minimum of 10 years enterprise software support related professional experience of which at least 5 should be in a people management role OR comparable education and work experience
Creative, consultative, communicator with the ability to build relationships to support the evolving needs of customers, employees and the business
Prior experience and demonstrable success in people management, technical account management or project management roles with direct or matrix supervisory responsibility for 10 or more employees
Service Strategies? Certified Support Supervisor / Certified Support Manager certification or ability to obtain certification upon hire
Experience and in-depth knowledge of Case Management tracking tools
Experience and working knowledge of Call Center technologies (ACD, CRM, CTI, etc), scheduling, staff utilization and tracking tools and methods
Advanced working knowledge of current IT and software technologies and common business productivity software, eg: MS Excel, MS Word, MS Project, MS Power Point, MS Visio, etc.
Knowledge and experience with SDLC standard practices, methods and tools
Ability to achieve results and meet goals in a fast-paced, rapidly changing team environment
Ability to make decisions and assignments based on interpretation of technology data, product knowledge and assessment of required skills
A demonstrable track record of advanced client relation skills at senior levels
Other Desired Experience/Skills
Experience in managing culturally diverse, globally dispersed teams
Experience with Continuous Improvement thinking, methodologies and tools.
Certifications, or experience in Lean, Six Sigma or PMBOK
Prior experience using, supporting or administering TrackWise software
Familiarity and a working knowledge of relational database management software and other software technologies
||Holmdel Corporate Plaza |
2137 Highway 35
Holmdel, NJ 07733
THIS JOB HAS EXPIRED