Careers » Opportunities » Regional Service Manager
Canadian Bank Note Company Limited - Identification Systems, is seeking a highly proficient Regional Service Manager who will be accountable for the successful provisioning of all service deliverables as defined in each maintenance contract.
Roles and Responsibilities include:
Canadian Bank Note Company Limited - Identification Systems, is seeking a highly proficient Regional Service Manager who will be accountable for the successful provisioning of all service deliverables as defined in each maintenance contract.
Roles and Responsibilities include:
- Be the customer advocate within the company.
- Build long-term relationships with our customers.
- Build and manage a team of Customer Support professionals.
- Maintain and adhere to Service Level Agreements with Customers.
- Interface with customers, Sales, Operations and the Senior Management team.
- Handle escalated customer call/e-mails from and the overflow of daily customer calls/e-mails as required.
- Develop and implement processes and plans to meet current and future objectives.
- Provide regularly scheduled service level reports to customers.
- Review costs and maintain budgets on a monthly basis.
- Maintain effective and timely communication with the customer.
- Some travel is required.
- Post Secondary Education in Computer Engineering and/or Business.
- At least 5 years experience as a customer service manager (specifically in the technical support domain).
- Demonstrated success in managing service levels and achieving service level compliance.
- Experience supporting customers in Canadian regions.
- Experience in writing and presenting RFP proposals and cost estimating.
- Budget management experience.
- Experience in hiring and managing customer service professionals and maintenance service subcontractors.
- Understanding of call centre environments.
- General understanding of data processing systems (Software, Database, Hardware, OS, NW).
- Strong organizational and excellent follow-up skills.
- Organized and able to prioritize workload.
- Flexible and ability work in a team environment.
- Ability to lead, train and motivate staff.
- Ability to set goals and meet deadlines.
- Excellent customer service and crisis management skills.
- Applicants must possess excellent communication skills (English and French).
- Successful candidates must qualify for or possess Canadian Government Secret level (assessed by CSIS).