Regional Services Manager
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Manage the Services organization consisting of , Customer Support Managers System Managers and FSO teams with accountability for Hiring , Mentoring ,Performance Management , Rewards planning activities and Service growth initiatives . Oversees all day to day operations including revenue forecasting, cost containment, customer satisfaction , Life cycle services delivery as well as working with the Sales team during pre-sale engagements. Life cycle services ( LCS) responsibilities include the renewal and delivery of service agreements, installation agreements ,work tickets ,depot agreements and system upgrades. Ensuring that Service delivery remains our primary focus and that customer satisfaction is always met at the highest levels. Focus is also on Services growth and enabling the CSM's to grow their individual service accounts through MSI's expanded portfolio of products and solutions and being that end to end solutions provider to our customers. To drive and provide inputs to internal services portfolio, offer teams and support teams to ensure MSI is meeting customer expectations at all levels of the organization as well as building new services offerings that meets our customers needs today and into the future.
Bachelor degree required. Advanced degree a plus.
8 + plus years experience in the Services delivery business dealing directly with customers and internal teams day to day.
Must have previous experience managing a team of professionals.
Leads and directs the work activities of services team across organizational boundaries. Ensures that programs progress according to Service contract delverables and service level agreements.
Ability to work collaboratively with regional and territorial management.
Drives strategic relationships and resolves issues between internal and external teams.Responsible for direct communication to relevant senior stakeholders. Leads complex communications and negotiations with internal or external clients.
Responsible for driving customer satisfaction through internal and external teams. Conducts service reviews of all outstanding contracts .
May also drive process improvements across department and business groups.
Represents the organization as the principal customer contact and escalation for all Service related issues.
5 - 10
Bachelor degree required. 8 + plus years experience in the Services Delivery business dealing directly with customers