Schaefer Systems International, Inc.

Hotline Operations & Escalation Manager

3 months ago
Category
Information Technology

Overview

The CSS Operations & Escalation Manager supports remote customer sites with system downtime resolution and customer relationship management.  These sites employ SSI Schaefer personnel under contract to support the mechanical/electrical/controls/software systems manufactured by SSI.

Responsibilities

Essential Functions:

  • Manage complex customer situations, coordinating the actions of the internal account team, Professional Services (including partner resources where appropriate)
  • Ownership for driving progress and resolution of critical customer escalations
  • Responsible for ensuring daily progress updates on key escalated issues from engineering to support and support to partner or customer and sales teams
  • Ensure support engineers and corporate engineering are working with a clear established action plan (ex. Who, What, When) and delivering within established SLA’s
  • Conduct on-site visits as needed for major accounts or critical situations where onsite customer relationship management will help in the resolution process
  • Coordinates Operations/Executive level communications when necessary or on rotating basis
  • Maintains IET Hotline Data quality regarding internal and external escalations
  • Follows up with external requests for correspondence on incidents or hotline tickets
  • Prepares action plans for Jira tasks with dev team/coordinates the monitoring efforts for CR/bug fix deployments with CSS technicians.
  • Helps Account Manager identify areas where trainings/ CR are needed based on quarterly call volume and incident analysis.

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Qualifications

  • BS in a Computer Science or other technology degree preferred
  • Technical Certifications
  • Proven experience of working in client facing sales and/or services delivery roles
  • 2-3 years of EHS experience in manufacturing and or construction field preferred
  • Excellent communication skills
  • Strong organizational skills
  • Strong analytical and end to end problem solving skills
  • Willingness and ability to travel (occasionally and at short notice)
  • The ability to work under minimal supervision
  • Ability to interact with all levels of personnel from technical to high level executive management, and influence key stakeholders in order to get things done.
  • Strong leadership, self-starter, assertiveness and interpersonal skills. 

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