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Description Job Description:The LATAM Service Ops Manager is a role within the LATAM Services team with a focus on customer excellence. This role l eads the service operation activities of the LATAM service teams to execute the vision and direction of the service organization. The region includes a specific portion of a country and may include several territories.The position requires strong leadership and interpersonal skills and the ability to work effectively with a diverse work staff. The individual must be capable of decisive and prudent action in the absence of direct managerial guidance.SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: Provide all customer-facing aspects for LATAM service operations across environments, including a day-to-day operational support, and end-to-end customer relationship management. Includes all service management capabilities to ensure service operations is meeting service requirements across the region. Collaborate with contracts, legal, order entry, and order fulfillment teams. Work with training and documentation to ensure proper scheduling and training materials. Oversee the critical functions of the service environment. This includes tech support, training, and logistics support. Maintain critical relationships with managed service providers. Develop relationships with external clients and organizations to assess their technology, support, and security needs Offer innovative solutions that meet clients’ needs while remaining cost effective and help with process improvements Manage projects by creating timelines, adhering to budgets, and assigning staff members. Track progress against the plan and create metrics Create reports for top management of system overview, performance, upcoming features, etc. Ensure there is continual improvement in the efficiency & effectiveness of the entire organization through performance dashboards. Provide service operational leadership for the LATAM region. Work as communicator, and collaborator in a multi project, multi contractor environment. Identify and communicate risks in a timely manner. Report to Senior Director of Service Operations for LATAM. POSITION REQUIREMENTS:Experience: Minimum of 5 years of Service/Service Management experience of a large territory. Additionally 5 years directly involved in troubleshooting, field repair or technical support activities centered on electrical and electronic systems and equipment. Proven customer relationship management experience. Excellent product familiarity and demonstrated troubleshooting and repair proficiency is required. Knowledge/Skills: Individual shall possess excellent communication and problem solving skills. Timely submission of required documentation is essential. A strong orientation for customer focus and teamwork is required. Must be responsive to all customer issues during non standard work hours such as evenings, weekends and holidays. Must be willing and able to travel at short notice. Supervises: Leads and manages a remote team of field service technicians and third party representatives within their geographical territory . Background: Must be able to pass and maintain an in-depth background check. PHYSICAL/MENTAL REQUIREMENTS:Possess excellent organizational, communication (verbal and written), and interpersonal skills with the ability to multi task several projects concurrently
Excellent customer management skills and the ability to handle and diffuse stressful situations
Self-motivated, reliable, and accountable individual
Possess outstanding telephone and interpersonal communication skills
WORK ENVIRONMENT:Work environment is typically considered to be a home office, corporate office or a customer site. Service will typically be rendered at airports and ports & borders and other customer sites. Additional sites may include: jails, courthouses, cruise ships or other customer locations as needed by the business. Typical travel requirement is between 50%-75% to support field service personnel and customer relationships.EDUCATION & EXPERIENCE: Requires a BA degree and 4 – 8 years of prior relevant experience or Masters with 2 – 6 years of prior relevant experience.Pay Range:Pay Range $74,750.00 - $115,000.00 - $155,250.00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. #Remote REQNUMBER: R-00087293All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.
Vacancy expired!