Works with sales representatives and customers to ensure the optimal level of customer satisfaction.
Prepare reports, dashboards, and status documents on projects and assignments.
Assist in identifying, designing, and maintaining accurate information, including KPI's and SLA's, for managing internal and external resources to accomplish objectives.
Participate in ongoing process improvements, business analysis, CRM and other data bases used to manage installations and special projects.
Participate in the development of best practices and knowledge base to continuously improve delivery of installation services.
Assist in the development and distribution of business implementation rules, on-going recommendations for installation enhancements as well as any other necessary documentation to ensure successful installations.
Participate in the design review process with engineering and sales, as necessary.
Provide guidance and oversight to partners in process adherence and critical success factors.
Provide guidance to trouble shoot and resolve system and installation issues.
Assist in the resolution of local inspection issues that may arise during installation process.
Conduct quality assurance audits of partners, processes and installations.
Assist in providing warranty support including consumer interaction, as necessary.
Manage the planning, execution, and monitoring of special and ongoing Field Operations projects within a defined geographic coverage area.
Ensure procedures, policies and guidelines documentation and training materials are properly updated and maintained for areas of responsibility.
Provide system and installation practice feedback and actively participate in resolution process. Minimum Knowledge, Skills and Abilities required:
Degree in Computer Information Management with computer electronics certificates or equivalent experience.
Position requires a proven record of excellent verbal and written communications skills, strong customer satisfaction skill sets with understanding and demonstrative use of the company's three basic principals as currently published.
Requires a minimum of six (5) years of field management, managing a team of hardware/desk side technicians.
Monitor activity within his or her assigned region and assure service requests are distributed to the appropriate, trained personnel as required for optimum performance, profitability and customer satisfaction.
Assure timely and daily status updates are sent as required, proper call handling and closure procedures are followed and manage the escalation procedures to assure they are being adhered to.
Assure technical assistance to assigned personnel is provided for and request additional assistance form management as required.
Assure all logistic policy and procedures are being followed and assigning shipping, receiving and record keeping responsibilities within the assigned personnel of his or her span of control by monitoring activity, reviewing the records and working with home office personnel and reports.
Provide and /or schedule On-The-Job training activities for assigned personnel. Physical and Mental Demands The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors. General office environment Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.
Onsite Operations Manager located in Raleigh Durham NC