Area Operations ManagerThe Area Operations Manager (AOM) is responsible for process management and actively assists in management of daily activities including the coordination of contracted employees, escalation management, open call management and other duties as directed by Executive VP, Area VP and Regional Service Managers (RSMs).
The AOM ensures the successful operation of service delivery across the assigned Area of responsibility.
What you'll be doing:·Drives critical service calls to solution, coordinates resources, reports and communicates to customers and management.
·Creates and submits daily reports including: Critical Account Report, aged-open call reporting and weekly status updates.
·Acts as a liaison between customers, partners and Field Engineers for service incidents that are deemed Severity 1 priority, VIP status or aged-open requests.·Participates and drives escalation management, drives and enforces the escalation process for all calls; communicates issues impacting customer satisfaction.·Assigns contracted employees to an open incident wherever need.·Quotes T&M incidents and processes billing to ensure accuracy, works in conjunction with the T&M specialist.·Provides performance feedback to AVPs on Field Engineers.·Ensure procedures are documented where applicable in all departments, including repair operations, spares testing, system upgrades complex builds, and special requests as required.·Utilizes reporting tools to measure the organizational effectiveness within Customer Services.
Develops and coordinates corrective and preventive action plans for non-existing or non-conforming processes.·Delivers reporting utility "FieldPoint" portal demos for new customers, as required.·Participates in "after-hour" rotations with other AOM's as the Area Escalation Manager.·Provides peers with backup coverage as needed.·Effectively work remotely with direct reports, support staffs, sales, corporate finance and customers.·Travels within their assigned Area to meet with customers, prospects and direct reports.·Other duties as assigned.What we're looking for:·Minimum four (4) years of experience working in customer service, computer or technical field as a resource to the field.·Proven track record in solving technical problems across geographies and constituencies·Industry experience in data center environments, preferredBonus Points:·N/A Education: ·High School diploma or GED, and technical training on computer hardware or software, required.Travel:·10%
