Regional Service Manager - Vision Technologies, Inc
Baltimore, MD
About the Job
Overview:
We are currently seeking a Regional Service Manager that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting a key client for our program in Linthicum Heights, MD.
Responsibilities:- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Drive problem investigations and resolution as required.
- Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
- Provide training to introduce technology to employees
- Works a flexible schedule, including evenings or weekends as needed
- Documented experience with inspecting, maintenance, troubleshooting and configuring hardware/software (SmartBoards, AV, Multi-Function Devices, Analog and Digital Phone Systems, Internet Circuits, and other various systems)
- A minimum of 6 years of professional ITSM or management experience - preferred
- Must be able to professionally interface with external service providers when repairs/maintenance is required by their technicians
- Knowledge of Building Industry Consulting Services International (BICSI) standards for cable management.
- Strong foundation of fundamental network concepts and proven ability to troubleshoot both wireless and wired network connections.
- Demonstrated ability to prioritize tasks, including independently completing service requests and other responsibilities with minimal supervision
- Strong technical communication abilities including those that involve external entities, such as specialized technical support, and providing simplified communication to employees
- Excellent interpersonal, communication, and organizational skills
- Self-motivated, demonstrates the ability to learn new skills, and excels under pressure
Soft Skills
- Experience in working in an education-related organization desired
- Excellent verbal and written communication skills
- Able to function effectively in a high paced environment
- Able to understand the perspective of the client in all service interactions
- Ability to lift at least 20 lbs to perform common tasks related to the position
- Ability to crawl under desks and equipment and utilize ladders to install, repair, configure, or maintain equipment as needed.
- Ability to use common hand and power tools to install, repair, configure, or maintain equipment as needed.
Education / Certifications
- Must have at least a high school diploma or GED
- Bachelor’s Degree - preferred
- Two or more certifications from vendors such as CompTIA, ITIL, or Microsoft - preferred
Work Authorization
- Must be a US Citizen
Background & Drug Screening Conditions
- Must pass a background investigation and a 10-panel drug test
Additional Perks/Benefits
- Paid Time Off & Holidays
- 401K with Company Matching
- Tuition & Training Reimbursement
- Birthday off with pay
- Leadership Development Training
Source : Vision Technologies, Inc