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Job Title: Manager - Client Support Services Operations
Location: Beaverton, OR
Company: Siemens IT Solutions and Services, Inc.
Siemens IT Solutions and Services, Inc. is one of Siemens operating companies in the United States. Siemens IT Solutions and Services is an internationally leading provider of IT solutions and services. With its comprehensive know-how and specific sector knowledge, this division of Siemens offers solutions and services from a single source – from consulting to systems integration to software development and management of IT infrastructures. Siemens IT Solutions and Services has 43,000 employees and posts annual worldwide sales of more than $6.5 billion USD. For more information, please visit www.usa.siemens.com/it-solutions.
Job Description
The Client Support Services Operations Manager is responsible for the daily tactical supervision and accountability of campus technicians. The manager will drive consistent quality, maximum utilization, SLA attainment, and optimal calls per day consistent with customer requirements. Primary ResponsibilityResponsible for managing a corporate field service model to meet service level requirements, maximize technician utilization and calls per day. Build strong partnerships with all Service Managers and Regional Directors in support of the business.Additional ResponsibilitiesSpecifically, the following tasks are required of the position:Resource Management:• Human resource responsibilities include coaching and mentoring of campus technicians• Promote and maintain an environment conducive to high business performance and productivity• Escalation of process and performance breakdown to Regional ManagementGeneral Operations Management:• Continuously improve key business drivers:? Calls completed per day? Technician utilization ? Customer SLA/SLO compliance? Customer satisfaction ? Parts management? Assist Project Migrations Manager with project scheduling? Campus management? Completion of all projects as directed by the PMO Relationship Management:• Provide consistent communication to the Program Management Office and Deskside Services Management.• Maintain a strong working relationship with the Regional Director (PMO) and Regional Director. (Deskside Services)
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