Manager, Customer Support

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Sales, Service, & Support
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Summary: 
Responsible for 24x7 Customer Services and Support focusing on technical break fix customer support within a combined Tier 1 & 2 team of 12 to 15 employees. Ensures that all operational service levels are met by managing both service support staff and Coordinators involved in Incident Management and Problem Management. This role also encompasses managing the customer relationship involving escalations, high priority case resolution, and general voice of customer feedback.
Report and responds to key performance indicators (KPI’s) and proactively drives improvements and efficiencies in processes, services strategy and service delivery.  Management responsibilities of subordinate staff which includes recruiting, training, performance and compensation management, motivating, delegating and monitoring individual results.

Essential Duties and Responsibilities: 
  • Manages subordinate staff. Forecasts resource needs and makes hiring decisions. Coaches, counsels, mentors and provides developmental opportunities and job assignments to enhance employee performance and expand capabilities. Provides on-going developmental feedback. Makes compensation recommendations in regards to hiring salaries and salary review actions. Recognizes contributions of individuals and teams to improve employee satisfaction and retain a skilled and motivated workforce. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc.
  • Manage and monitor the operations to efficiently deliver services in accordance with contracts and Service Level agreements. Process includes managing the relationship with other Jeppesen groups delivering components of the services.
  • Develops and maintains methods, processes, tools, and best practices for the service in coordination with peer and senior management. Continually drives process improvements within the Customer Relationship Management (CRM) tool suite (Web portal and Salesforce Service Cloud) to increase service levels and reduce costs of delivering support.
  • Serves as first escalation point for customers.
  • Conducts non-conformance investigations to determine root cause and follow-up on resolution to ensure completion of corrective and preventive actions. Coordinates the reporting and provide trend analysis for non-conformance incidences.
  • Continuously seeks to expand and improve personal knowledge in the area of quality management best practices and assists in the development and promotes adoption of new processes or changes to existing processes within Jeppesen.
  • Maintains quality directives, policies, processes, procedures and metrics to assure program, contract, customer, regulatory requirements, international standards and working agreements are deployed using established procedures.

Education/Experience:
Bachelor's and typically 6 to 10 years' related work experience, or an equivalent combination of education and experience.

Knowledge and Skills:
  • Knowledge of policies and procedures that typically affect individual subordinate employees. Knowledge of skills and abilities required by subordinate employees to accomplish organizational responsibilities.
  • Ability to accomplish results through employees who exercise significant latitude and independence in their assignments. Often heads a centralized functional activity.
  • Skilled in advising a unit regarding tasks, projects and operations. Actively involved in daily operations only when required to meet schedule or resolve complex problems.
  • Ensures that projects are completed on schedule and within budget and that the department budget is met.
  • Frequent contacts with internal personnel and outside customer representatives concerning operations, scheduling or specific phases of projects or contracts.
  • Monday through Friday 8am to 5pm MT

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