Schaefer Systems International, Inc.

  • Hotline Operations & Escalation Manager

    Posted Date 4 weeks ago(10/24/2018 12:49 PM)
    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.

    Qualifications

    • BS in a Computer Science or other technology degree preferred
    • 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
    • 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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