Use AI to assess how you fit
Get AI-powered advice on this job and more exclusive features.
We are currently hiring for a Global Technology Services Manager. The position is onsite at our Atlanta facility (Duluth, Georgia).
Function
The Global Technology Services Manager will manage the Global Technology Services team against agreed service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts.
Key Responsibilities
Don't hesitate to apply!
Function
The Global Technology Services Manager will manage the Global Technology Services team against agreed service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts.
Key Responsibilities
- Manage a team of (remote) technical support engineers and ensure that agreed targets are met and appropriate qualitative standards achieved.
- Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers.
- Prepare related reports for management to monitor costs, revenue, or related metrics.
- Implement methodologies to improve first call resolution.
- Ensure processes are adequately executed.
- Guide team members towards a customer-centric approach.
- Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
- Analyze technical support desk activity and make recommendations for increased organizational efficiency and effectiveness.
- Handle escalation of service issues from customers, service partners or internal contacts.
- Organize assistance from other parts of the organization.
- Ensure customer communication and define all required actions to regain customer confidence and satisfaction.
- Interface with Field Service Team, R&D, and product management, as well as Sales & Marketing, in order to ensure timely resolving of customer problems.
- Implement staffing and scheduling models to ensure guaranteed coverage to the business.
- Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support.
- Provide regular performance coaching of staff to ensure highest levels of performance for the team.
- Participate in svc related improvement projects or becomes specialist in a certain domain
- Bachelors, Masters degree, or equivalent experience
- Min 5 years experience in service environment
- Minimum 2 years experience as a people manager required
- Good technical basis and product knowledge
- Independent with excellent communication skills dealing with customers and other (internal) stakeholders
- Aptitude for critical thinking and improvement suggestions
Don't hesitate to apply!
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Other -
Industries
Technology, Information and Media
Referrals increase your chances of interviewing at Barco by 2x
See who you knowGet notified about new Customer Service Manager jobs in Duluth, GA.
Sign in to create job alertSimilar jobs
People also viewed
-
Client Relationship Lead, System Solutions
Client Relationship Lead, System Solutions
-
District Manager
District Manager
-
Work Order Coordinator - Water
Work Order Coordinator - Water
-
Runner
Runner
-
CUSTOMER SERVICE REPRESENTATIVE
CUSTOMER SERVICE REPRESENTATIVE
-
*Medical Assistant - College Park, McDonough, Fayetteville, Newnan, Griffin,
*Medical Assistant - College Park, McDonough, Fayetteville, Newnan, Griffin,
-
Customer Service – Self Storage Manager
Customer Service – Self Storage Manager
-
Customer Service Representative
Customer Service Representative
-
Dispatch Agent
Dispatch Agent
-
Consultant, Client Success
Consultant, Client Success
Similar Searches
Explore collaborative articles
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
Explore More