Technical Services Manager York Telecom
THIS JOB HAS EXPIRED Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Manager (Manager/Supervisor of Staff)
Education : Bachelor's Degree
Skill : Engineering -> Fixed Equipment, Process/Process Control
Information Technology -> Software Installation/Configuration, User Support Skills, Networking, MCSE, Business Systems Analyst
Customer Service -> Call Center, Frontline Support, Phone Support
Category : Customer Support/Client Care
Job Description :
For over 25 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide ? more than any other video communications service provider ? Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications
The Technical Service Manager is accountable for the overall leadership of resources within the Technical Service Organization. The Technical Service Manager will ensure that the necessary people and skills are available to properly serve assigned Customer base. This role will drive key initiatives to enhance the Technical Service Organization?s effectiveness and efficiency to achieve established business results. The Technical Service Manager will provide technical expertise to assigned personnel and will be accountable for driving customer satisfaction and assisting the Director of Maintenance and Technical Services in achieving company financial objectives such as budgets and profitability.
This position reports directly to the Director of Maintenance and Technical Services. The Director of Maintenance and Technical Services will provide direction and support to the Technical Service Manager in regard to the following areas; support for new Yorktel products and services, procedures and guidelines, advanced technical escalations, career development, and employee and customer escalation issues. This position will work directly with operations delivery, sales, and customer support to deliver proper maintenance resolutions that drive customer satisfaction.
Depth of Knowledge Required:
This position should have experience and in depth knowledge of personnel management. This includes but is not limited to the assigned technical functions associated with these personnel along with development and implementation of technical processes, procedures, and guidelines. This position must have technical expertise in all AV technologies such as Polycom, Cisco, Tandberg, VidYo, Blue Jeans etc. This position will be critical in resolving escalated client issues and will also be responsible for building relationships with our partners and vendors to ensure client issues are handled timely. This position should have a background in process development and implementation in order to improve customer satisfaction and maintenance deliverables.
Authority and Decision Making Capabilities:
This position will have the authority to regularly direct the work of their assigned staff. This position will work with the Director of Maintenance and Technical Services to prioritize work load and delegate the appropriate work to meet the needs of the client. This position will also have the responsibility and authority to provide input on employee hiring, discipline, performance management, and issues. Resolution of client and employee issues will be within the Yorktel guidelines of established policies and procedures. The Technical Services Manager will have the authority to make to make decision relating to purchasing, client resolutions, and account management. The Technical Services Manager will have the authority to create and approve training curricula and schedules for all technical services staff.
This position routinely directs a team of technical customer service representatives providing direction, coaching, and feedback on performance objectives and career development. This position serves as a resource within the department for specific skills, knowledge, and experience surrounding the trouble shooting of audio and video systems. This position regularly oversees 10+ employees at any given time and is responsible for all facets of employee development and leadership within the assigned team.
Overall leadership for Customer Support Services, Technical Support Services, & Advanced Technical Support Services teams ensuring it is efficient and effective.
Develop and maintain an exceptional on-boarding program in the Technical Service Organization to familiarize new team members to York?s Vision, Strategy and responsibilities of their position in order to perform their job in the best interest of the customer. This includes process training that is job and administrative related.
Quarterly assessment of each individual on the Technical Service Team against the Performance Matrix of values and behaviors in each functional group and take necessary actions.
Monthly report of department resource utilization assessing volume of work and activity to ensure we maintain a balanced utilization in the key activity areas.
Provide strong leadership and clear customer centric direction for the team on a daily basis.
Responsible for weekly timesheet approval, expense approval, scheduling of vacation time, and management of sick leave and absences.
Create employee development plans, provide coaching, address disciplinary issues, and employee concerns.
Develops efficient workflows and procedures and implement technical processes and documentation.
Oversees departmental goals and objectives focusing on financial objectives and operational plans to improve customer satisfaction.
Participates in cross functional projects affecting Yorktel business, products, and service leadership.
Resolves intra and inter-team conflicts effectively.
Be the main point of contact for interdepartmental communication.
Internal and External Relationship Responsibilities:
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will trouble shoot issues, make recommendations to internal parties and customers in regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned staff. This position requires regular planning and team work in order to assist with the coordination of resources within the team and outside of the team to support various projects throughout the organization. This position must regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues. This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.
Monthly report on Customer feedback focusing on customer incident satisfaction.
Monthly reporting on trouble ticket statistics by client and team member focusing on tickets open longer than 30 days and expected resolution date.
Acts as the escalation point for customers.
Indentifies complex issues and resolves complex problems that affect the company?s strategic direction
Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy.
Support various departments to meet the needs of client and keep them informed of client escalations within the assigned accounts.
Key Technical Responsibilities:
Work requires advanced skills and knowledge with regard to video conferencing system hardware and software. Must have Expert technical knowledge of Polycom Systems, Tandberg/Cisco Systems, Creston, and other audio and video technologies. Independent judgment and decision-making abilities are necessary to apply technical skills effectively. This position will handle customer escalations and will be expected to work with other departments to resolve customer issues to technical problems and execute plans to remediate issues timely.
Strong working knowledge of H.320 and H.323 videoconferencing standards
Ability to troubleshooting of AV Conferencing systems
Advanced Working experience with major videoconferencing equipment such as:
Codec?s from Polycom, Tandberg, and Radvision
MCU and control systems from Accord (Polycom, Tandberg) etc.
ISDN Network Infrastructure and Implementation (BRI and T1)
H.323 Endpoints, Gateways, MCU?s, and Gatekeepers
Job Requirements :
InfoComm CTS certification with Advanced CTS-D certification desirable
Certified Videoconference Engineer (CVE) certification desirable
Certifications with AV Industry leaders desirable (Extron, AMX, Crestron, Biamp, etc)
Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems preferred.
Additional Skills and Qualifications:
High levels of Professionalism and Integrity
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Strong business acumen and analytic competence.
Excellent problem solving skills
Proactive and coaching management style
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid passport; International travel required
Valid U.S. driver?s license
Must be willing to complete background checks and drug tests as required by current or future contractsMust be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.
It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation.
||81 Corbett Way |
Eatontown, NJ 07724
THIS JOB HAS EXPIRED