Technical Services Manager

The Technical Services Manager will be responsible for planning and organizing the day-to-day activities of the technical units to effectively utilize available resources.

ABOUT THE OPPORTUNITY

MC Systems is seeking to recruit a suitably qualified and experienced individual for the position of Technical Services Manager.  The Technical Services Manager will be responsible for planning and organizing the day-to-day activities of the technical units to effectively utilize available resources and enable continuous customer satisfaction, cost minimization, and profit maximization.   

CONTRACT TYPE: Permanent 

KEY RESPONSIBILITIES

• Oversee the delivery of technical support services.
  
• Monitor and assess each technical Unit’s performance against SLAs and initiate corrective measures to address observed deficiencies.
  
• Periodically assess unit processes that support service delivery and recommends/initiates changes to achieve operating efficiency
  
• Manage the recruitment of 3^rd party service contractors and monitor their performance ensuring they comply with the Company’s operating standards.
  
• Monitor customer service delivery across the teams by anticipating and taking  proactive steps to address issues before they escalate to become a complaint.
  
• Liaise with sales, technology consulting and other departments to facilitate the timely onboarding of new customers’ service and warranty contracts.
  
• Assess service provided to customers and where appropriate recommends additional services to allow the customer to benefit from improved/enhanced services and the company
  
• Build and maintain strong relationships with key customers and manage the day-to-day interaction with our partners and customers ensuring requirements are consistently met
  
• Manage and ensure timely internal reporting and keeps the Senior Manager consistently informed on matters of the Units. 
  
• Contribute to the development of the Department’s Strategic and Operational plans.
  
• Participate in the development/review and implementation of operating systems policies and procedures to guide the operations across the department.  
  
• Assist with the implementation of Service Profit Chain (or select method) for the Units.
  
• Monitor and ensure efficient and effective management of people and other resources
  

REQUIRED QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in information technology or equivalent with
• At least three (3) years’ progressive experience managing and leading a technical support team.
• ITIL 4 and technical certification would be an asset.

PERSONAL ATTRIBUTES

• Customer focus orientation: Takes pride in delivering a high quality service.  Is able to quickly assess and understand the client’s point of view; and provides relevant solutions.  Always seek to understand "how is this adding value for the customer?" that adds value to the customer
• Technical expertise: Sound knowledge of the systems and processes relevant to the execution of the core duties; proficient in the use of CRM and other department tools.
• Good interpersonal skills: Comfortable interacting with staff and business associates at all levels.  Has a high degree of integrity including ability to successfully deal with sensitive or confidential information
  
• Good team player: demonstrated ability to work effectively in teams, carrying own share of the work and supporting team members to achieve team success; accepts collective ownership of team results. 
  
• Good planning, organizing and time management skills: Demonstrated ability to handle a high volume of tasks, prioritizing as necessary while meeting deadlines and providing a high level of customer service.
  
• Communication: Excellent listening skill.  Proficient in speaking and writing English; is able to speak Spanish at working proficiency level; is comfortable dealing with Spanish-speaking customers
  
• Good problem solving skills:  is able to solve problems in straightforward situations where analysis of situations or data require a review of a variety of factors; gathers information and requirements paying attention to detail  in order to solve problems; exercises judgment within defined methods and practices to determine appropriate action.