Technical Support Senior Manager
Mexico City, MEX, MX
About Avaya
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Job Information
Job Code: 00053101
Job Family: Services
Job Function: Services Engineering
Short Description
Typically supervises up to 75 Remote Support Engineers through reporting supervisors. Plans and directs field post-sales remote support activities. Functions as advisor on projects assigned to the organizational unit; conducts customer and management briefings concerning operational decisions, scheduling requirements or contractual clarification. May have responsibility for revenue generation through sales of software/support services, consulting, and/or add-on applications. Work is performed with minimal direction and reviewed by senior management. Anticipates and identifies complex business needs and recommends solutions to complex problems.
ABOUT THE OPPORTUNITY
• Global Business Operations, Services CALA
• Core responsibilities Management of Service Delivery Team in Mexico as part of CALA Region
• Day-to-day activities: Provides day-to-day supervision of assigned personnel and accounts to ensure good customer relations and a constantly high level of customer satisfaction is maintained. Serves as Management Escalation point of contact for Managed Services and Global Support Services accounts in Mexico and in CALA Region. Interact with interna Managers of Support (Backbone, T4) as a follow up of customer´s escalations. Review and report monthly overtime report of associates subject to report overtime. Review SDM, DTO, SD, utilization reports into internal tools. Support preparation of executive reports for internal and external parties.
• How the position fits within the organization: As a Sr. Services Manager CALA, this position represent a management point of escalation both internally and for customers in Mexico and CALA Region.
ABOUT YOU
• Previous experience & knowledge (essential) Experience as People´s Manager. Develops and maintains positive customer relations by ensuring that customer requests are handled appropriately and in a timely manner. Experience in managing and reviewing Key Performance Indicators (KPIs). Able to work in a fast pace technical environment. Able to manage Customer´s escalations as well as internal executive escalations/requirements. Familiar with executive presentations, willing to interact with Sales groups on new Business opportunities. Desirable experience: Familiar with Avaya´s solutions.
• Hard & technical Skills (essential & desirable) Familiar with Contact Center environments/solutions. Technical skills on VoIP solutions. Works with limited guidance on projects within defined criteria
• Soft skills & personality Traits. Provides solutions to a diverse range of moderately complex problems. Will provide supervision for up to +60 Associates. Responsible for providing post sales support to both services personnel and customers in a specified area.
• Qualifications, certifications, education or alternative expected Typically requires 3 - 6 years of experience and a bachelor’s degree or equivalent experience.
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Experience
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