Milestone Technologies, Inc.

  • Operations Manager

    Job ID
    2018-6073
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Audio Visual / Video Conferencing
  • Overview

    Overview:

    Customer Experience Centers contain complex audio, video and interactive technologies designed to immerse partners, clients and distinguished guests in a showcase of client products and projects. They must be maintained by knowledgeable, well-trained staff. As an AV / IT  Executive Support Technician in the Customer Experience Center, you must be proficient in AV / IT and general system administration based disciplines and be able to pick up new technologies very quickly.

    Responsibilities

    Responsibilities:

    • Manage the relationship with the account leadership team
    • Manage event and technician schedules globally to ensure coverage maintain service levels
    • Develop new programs as needed by Client in line with Milestone Policies
    • Maintain operational level agreement as well as planning requirements while handling and managing issues
    • Serve as escalation mechanism to assist in contacting the responsible group within Service Delivery team to ensure adequate support is provided with an existing or potential problem
    • Implement policy directives emanating from the Client in conjunction with Milestone's goals and policies
    • Assume overall leadership role in guiding all administrative, fiscal, treatment, and counseling activities
    • Design and implement supervisory leadership roles
    • Initiate monthly supervisor and technician meetings for all staff and maintain scheduled monthly 1:1 with each supervisor
    • Work closely with site supervisors and technicians to ensure service continuity
    • Coordinate training
    • Provide detailed reporting to the Services Delivery Executive for each program as requested
    • Build networks and alliances across services to develop strategic partnership alliances
    • Identify internal and external issues impacting Milestone and work to alleviate roadblocks
    • Participate in new business development
    • Travel to international sites for regular assessments

    Qualifications

    Management Skills:

    • Demonstrated leadership abilities
    • Project management skills a plus.
    • Possess strong interpersonal, written, and oral communication skills, be able to present ideas in a user-friendly language, and enjoy working in a team-oriented, collaborative environment.
    • The ability to prioritize and execute tasks in a high-pressure environment and make sound decisions is required, along with a keen attention to detail and strong customer service skills
    • Experience in customer support services arena, analyzing metrics and managing global programs
    • Demonstrate superior customer service skills and knowledge of continuous quality improvement practices
    • Demonstrate the ability to manage within an established budget as well as strong knowledge of budgetary processes, P&L statements, asset management, and project management

     

    Technical Skill Set Requirements:

    • Familiarity with AV/VC hardware, and comprehensive understanding of how those systems function
    • Experience troubleshooting and working with computers
    • Ability to read and understand technical design documents
    • Basic understanding;
      • Linux command line, basic system administration
      • Networking
      • Remote Access
      • Operating Systems

    Education Requirements:

    • Bachelor’s degree in business or the equivalent in related work experience.
    • CCNA (desired)
    • CTS (desired)
    • AVT (desired)

     

    Must be fluent in English

     

    Experience Requirements:

    7+ Years of progressive management experience in a high-volume technology support service environment

    5+ Years AV experience

    5+ Years IT experience

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