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Senior Manager, Customer Services and Support

Job ID 843 Date posted 12/04/2017
Location Englewood COLORADO United States
Job Description
Summary:
Manages and develops employees, teams and processes within the Support and Services department. Responsible for managing employees and coordinating with our 24/7/365 Operations Center. Will work collaboratively to resolve technical escalation issues with all stakeholders to include customer and internal teams such as Sales, Product and IT.  Ensure customer satisfaction and contributes to overall customer experience.
 
Essential Duties:
  • Oversees global teams delivering advanced technical support such as Tier 3, Product and Engineering technical support. Will create, revise and implement internal processes to deliver to our customers within SLAs and other set objectives for the Support organization. Maintains ongoing engagement to ensure that project, support budgets, timeline and deliverables are on target and projected revenues are achieved.  Prepares mitigation plans to correct delivery failures, project delays, and other risk related activities. Responsible for the development of new and enhancing current solution offerings within the Customer Support organization.
  • Recognizes contributions of individuals and teams to improve employee satisfaction and retain a skilled and motivated workforce.  Provides developmental opportunities, coaches, counsels, and mentors to enhance employee performance and expand capabilities.  Provides on-going developmental feedback. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc.  Globally performs resource forecasts and makes recommendations for hiring decisions. Determines critical skills within the global organization; develops and implements staffing and development plans to ensure necessary skills are available within the company.  Ensures proper job classification of employees, sets employee goals and objectives, manages and evaluates performance to plan on a reoccurring basis. Assigns employee salaries based on employee value aligning with Boeing and HR guidelines to provide a fair and equitable work environment.
  • Participate in developing the department strategy and objectives in alignment with the Implementation, Training and Support Organization to include implementation of strategic goals, monitoring metrics as well as participating in implementation of enterprise systems and tools common in the Support environment.  
  • Special focus the customer experience, the engagement of employees and the ability to address conflict and work collaboratively with internal stakeholders. 
  • Creates a global culture of continuous improvement by communicating/deploying enterprise best practices and employee engagement to improve cost, quality, delivery, employee job satisfaction and customer satisfaction.  Lead global organizational initiatives to evaluate and improve programs, products and processes. Work with other senior leaders to streamline processes across organizational and functional boundaries.  Approve the technical approach/process used within the Support organization. Ensure technical approach and deliverables meet customer, company, quality, industry and regulatory requirements.
  • Apply expertise in Long Range Business Planning (LRBP) and budget management principles and practices to ensure realistic budgets are set and attained for the organization. Monitor organizational financial and other (e.g. utilization, efficiency and quality) metrics to support budgetary planning and to determine appropriate corrective action. Determine financial objectives for local organization. Responsible for the cost and revenue targets set forward. 
  • Understanding of CRMs, KPIs, industry standard measurements for success in a Support environment.

Education/Experience:
Bachelor’s degree or equivalent; 3-5 years’ experience in managing employees and working within a Support environment. 

Knowledge and Skills:
  • Knowledge of policies and procedures that typically affect subordinate organizational units.  Knowledge of skills and abilities required by subordinate employees to accomplish organizational responsibilities.
  • Ability to accomplish results through subordinate supervisors and/or employees who exercise significant latitude and independence in their assignments.  Determines and establishes the organization structure of centralized functions and units. 
  • Skilled in advising subordinate’s supervisors or staff members to meet schedules or resolve technical or operational problems.  Directly participates in establishing and administering multiple projects.  Develops and administers budgets, schedules and perf
  • Exerts influence in the development of overall objectives and long term goals of the organization.
  • Frequent contacts with managers and customer representatives concerning projects, operational decisions, scheduling requirements or contractual clarifications.

Division
Jeppeson

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