Service Delivery Manager Torrance, California Competitive

Service Delivery Manager

Location: Torrance, California |
Salary: Competitive |
Posted: 4 Dec 2019 |
Closes: 31 Jul 2020 |
Job Type: Permanent & Full-time |
Business Unit: US – AMAG Technology |
Region / Division: AMAG Technology |
Reference: CA120419SDM

Job Introduction:

AMAG Technology Specialises in the provision of Security Management Systems on an international basis for a diverse group of Enterprise customers in various vertical markets spanning multiple countries.

This is delivered via a two tier support group and a number of case managers each who have assigned to them a specific set of customers.

AMAG utilises a ticket management system for all calls which requires regularly reviewing and updating to ensure customer satisfaction.

This role is to monitor, develop and report on the effectiveness of the support process making recommendations for improvement and intervening to ensure effect service delivery.

The successful candidate will be experienced in Customer Service Management and have an engineering \ IT background as to be effective it will necessary to understand the issues reported and be able to help put in place a plan to resolution.

Role Responsibility:

  • To oversee the resolution to issues that require escalation beyond normal process or that result from a customer complain
  • Ensure customer are fully informed throughout escalation process.
  • Establish correct expectations, inform and resolve through effective communication.
  • Review and identify root cause for all escalated service requests and use this information to improve continuously within Tier 3 and Tier 2 teams.
  • Focus on problem avoidance in escalation process.
  • Liaison with the internal groups.
  • Collaborate with other internal teams to train using process and procedures based on historical experience.

The Ideal Candidate:

  • Bachelor's degree or equivalent in electronics and or computing
  • Man Management and Team Building skills
  • Commercial experience in dealing with the consequences and risks associated with Technical Support and pre-contract risk assessment activities
  • The ability to lead a technically orientated team whilst building technical capability, setting and achieving performance targets
  • The ability to identify and develop process improvement measures enriching the customer experience.
  • Managing and resolving complaints
  • Able to juggle priorities to meet deadlines without cutting corners in a fast paced environment
  • Experienced and conversant in Service Support Agreements and Operational Schedules
  • Strong analytical skills, inquiring and investigative mind. Able to get to the root causes of a problem and communicate this clearly to others.
  • Previous experience within a technical / IT role including both system design and break fix experience.
  • Previous experience in Call Centre and Support Centre environments.  
  • In depth knowledge of IT systems including, high availability fault tolerant systems (MS Cluster), MS SQL Databases and Operating Systems.

About the Company:

AMAG Technology’s Symmetry Security Management Solutions can be found in a wide spectrum of markets: government, commercial, education, transportation, healthcare, retail and banking. Based out of Torrance, California with sales and support located throughout the US, AMAG sells its products through its valued resellers throughout North America. AMAG Technology is part of G4S North America, a leading manufacturer of scalable, integrated security management systems headquartered in Tewkesbury, Gloucestershire, England. AMAG Technology has been at the leading edge of access control technology for over 30 years. As AMAG Technology looks to the future, the next generation of products will bring the core aspects of security to the next step beyond integrated solutions – Symmetry™.

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