Senior Services Manager – Customer Service Management
Switzerland Global Enterprise
full-time
Posted on:
Location Type: Remote
Location: Canada
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Job Level
About the role
- Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area.
- Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer.
- Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area.
- Requires specialized knowledge within the function.
- Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation.
- Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services.
- Stays informed of industry trends that may inform work.
- Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering.
- Has ability to assess quality of information given and ask pertinent questions to stakeholders.
- Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations.
- Uses multiple internal and some external sources outside of own function to help arrive at a decision.
- May lead functional teams or projects with minimal resource requirements, risk, and/or complexity.
- Communicates difficult concepts and may influence others' options on particular topics.
- May guide others to consider a different point of view.
Requirements
- This role requires significant experience in the Services & Customer Service Management.
- Knowledge level is comparable to a bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
- Master's degree from an accredited university or college Strong oral and written communication skills.
- Strong interpersonal and leadership skills.
- Demonstrated ability to analyze and resolve problems.
- Demonstrated ability to lead programs / projects.
- Ability to document, plan, market, and execute programs.
- You must have legal authorization to work in Canada and any offer of employment is conditioned upon the successful completion of a background investigation: the drug screen requirement in the background check process is not required if the role is based in Canada.
Benefits
- Relocation Assistance Provided: No
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service managementproblem analysisprogram managementproject managementtechnical supportbusiness supportprocess improvementresource controlpolicy formulationdecision making
Soft Skills
oral communicationwritten communicationinterpersonal skillsleadership skillsjudgmentinfluencing skillsanalytical skillsproblem-solvingrecommendation constructionstakeholder engagement
Certifications
bachelor's degreemaster's degree