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Global Services Manager
San Diego, CA · Information Technology"Overview: This position is a fantastic opportunity to grow your career along with excellent compensation and benefit plan, this is where you want to be.
Things you need to have:
-Undergraduate degree in Computer Science, Electrical Engineering or equivalent preferred.
-5 - 7 years as a Professional Services Manager, Technical Support Manager, Project Manager or Technical Lead.
-Ability to manage multiple projects simultaneously and prioritize tasks for you and your team, balancing the company’s needs for revenue recognition with customer needs for support.
-Experience estimating scope and effort, and writing proposals for custom software developments.
-Proven ability to excel under tight deadlines and in a fast paced environment with minimal supervision and a strong sense of urgency.
-Strong customer-facing skills, an ability to communicate complex technical solutions to executives as well as other stakeholders at customer site and an ability to defend your solutions and recommendations.
-Excellent critical thinking, communication and presentation skills.
-Professional-level technical fluency in English.
-Flexibility to travel internationally and domestically up to 50% of the time, as necessary.
It would be great if you also had:
-Familiarity with streaming media and broadcast solutions.
-Prior experience working with or for large-scale systems integrators and consulting firms.
-Experience working with globally distributed virtual teams.
-Masters in Business Administration (MBA)
What you will be doing:
-Directly managing and scheduling a team of Global Services Engineers distributed throughout your region, who will be performing installation, troubleshooting, training and professional services tasks for our customers and resellers. -Coordinating and prioritizing resources with other Global Services Managers, Project Managers, and Salespeople in other regions to ensure resources are scheduled for onsite/remote installation and 24/7/365 on-call support obligations.
-Managing customer and partner expectations for installation and support, and maintaining ongoing and regular communications thereby ensuring customer satisfaction.
-Developing and maintaining positive relationships with representatives from other company departments including Product Management, Engineering, Sales and QA.
-This includes coordinating with Product Management, Engineering and QA teams to replicate, escalate and resolve more complex installation and support issues.
-Generating weekly and monthly status and trending reports for the Operations, Sales, Engineering and Finance teams on installations, support issues, project completion statuses, revenue-at-risk and defending requests for resources and prioritization in weekly staff meetings.
-Generating SOWs, cost estimates, architectural diagrams, technical requirements, and systems acceptance tests for customized solutions.
-Also managing the team’s creation of incident reports, and acting as final editor before delivery to customers and partners.
-Managing teams through complex customer installations, migrations, upgrades and replacement of competitor solutions, and helping Services Engineers identify and escalate for troubleshooting and quick responsiveness within our aggressive SLAs.
-Ensuring operational documentation stays updated with each software release and modifying processes as necessary to adapt to changing products and opportunities.
-Verifying supply chain deliveries within manager’s region to ensure servers, smart cards, and other equipment is ready to ship to customers before deadlines, inclusive of potential customs delays."
Things you need to have:
-Undergraduate degree in Computer Science, Electrical Engineering or equivalent preferred.
-5 - 7 years as a Professional Services Manager, Technical Support Manager, Project Manager or Technical Lead.
-Ability to manage multiple projects simultaneously and prioritize tasks for you and your team, balancing the company’s needs for revenue recognition with customer needs for support.
-Experience estimating scope and effort, and writing proposals for custom software developments.
-Proven ability to excel under tight deadlines and in a fast paced environment with minimal supervision and a strong sense of urgency.
-Strong customer-facing skills, an ability to communicate complex technical solutions to executives as well as other stakeholders at customer site and an ability to defend your solutions and recommendations.
-Excellent critical thinking, communication and presentation skills.
-Professional-level technical fluency in English.
-Flexibility to travel internationally and domestically up to 50% of the time, as necessary.
It would be great if you also had:
-Familiarity with streaming media and broadcast solutions.
-Prior experience working with or for large-scale systems integrators and consulting firms.
-Experience working with globally distributed virtual teams.
-Masters in Business Administration (MBA)
What you will be doing:
-Directly managing and scheduling a team of Global Services Engineers distributed throughout your region, who will be performing installation, troubleshooting, training and professional services tasks for our customers and resellers. -Coordinating and prioritizing resources with other Global Services Managers, Project Managers, and Salespeople in other regions to ensure resources are scheduled for onsite/remote installation and 24/7/365 on-call support obligations.
-Managing customer and partner expectations for installation and support, and maintaining ongoing and regular communications thereby ensuring customer satisfaction.
-Developing and maintaining positive relationships with representatives from other company departments including Product Management, Engineering, Sales and QA.
-This includes coordinating with Product Management, Engineering and QA teams to replicate, escalate and resolve more complex installation and support issues.
-Generating weekly and monthly status and trending reports for the Operations, Sales, Engineering and Finance teams on installations, support issues, project completion statuses, revenue-at-risk and defending requests for resources and prioritization in weekly staff meetings.
-Generating SOWs, cost estimates, architectural diagrams, technical requirements, and systems acceptance tests for customized solutions.
-Also managing the team’s creation of incident reports, and acting as final editor before delivery to customers and partners.
-Managing teams through complex customer installations, migrations, upgrades and replacement of competitor solutions, and helping Services Engineers identify and escalate for troubleshooting and quick responsiveness within our aggressive SLAs.
-Ensuring operational documentation stays updated with each software release and modifying processes as necessary to adapt to changing products and opportunities.
-Verifying supply chain deliveries within manager’s region to ensure servers, smart cards, and other equipment is ready to ship to customers before deadlines, inclusive of potential customs delays."