Service Manager

The Opportunity

BCS Global is a worldwide leader in IP-based video communication and collaboration services, with offices in the United States, Canada, UK, Hong Kong and China.
 
We are currently conducting a search for a Service Manager.

The Requirements

The Service Manager is responsible for planning, executing and monitoring performance and ensuring that the customer support organizations have the ability to sustain BCS Global clients by providing world class customer service.
Through proactive leadership of the customer support organization design, develop and implement processes, systems and technology to support and enhance the technical support group, including workflow, incident management and escalation.
Participate in NSB management meetings to provide input into SLA account planning. This may entail coordinating efforts across numerous departments such as PM, R&D and Pre-Sales to help resolve existing technical problems and customer support issues that could inhibit sales progress.
Support ISO 27001 accreditation and conformance.
Communicate the business vision and values to encourage and support business growth and employee engagement and development.
Provide leadership and sponsorship to resolve customer support issues.
Lead the ongoing development, refinement and implementation of client support standards, processes and best practices.
Ensure customer satisfaction, even when faced with difficult and complex technical situations.
Establish and communicate clear objectives and priorities, clarifying team roles and responsibilities.
Assess the strengths and development needs of the customer support team.
Provide direction, guidance and support in the development and execution of action plans; and ensure problems are escalated to key management with enough time to establish contingency plans.
Provide a strong mentoring and leadership role to customer support in order to strengthen and build customer support capabilities; continually provide timely and constructive feedback, coaching and challenging learning opportunities.
Provide regular reports for management that measure the effectiveness of all aspects of the support function.
Work closely with Global NOC and Engineering functions to ensure communication, formal feedback and learning opportunities for incidents, causes and VC resolution
Develop metrics to measure the effectiveness of technical customer support within the organization
Ensure CRM and incident tracking and management systems are managed by CSC team to keep information accurate and clean.

Education and Qualifications :
5-7 years of experience in Technical Customer Support management, including people management ;
Video engineering an asset
Familiarity with video conferencing, layer 2 & 3 protocols is desirable.
2-3+ years experience as a technical support engineer, including front-line contact with customers via phone and e-mail.
BS/BA degree or equivalent technical expertise

For immediate consideration interested candidates may contact us by:

Emailing their cover letter and resume to resumes@humanresources101.com
Subject: Service Manager, BCS