2. Cambridge MA US
3. San Francisco CA US
Core Job Duties:
Maintenance & Repair: Some percentage of time will be spent providing maintenance and support of in-scope equipment to insure best-in-class service within established time frame in the assigned OneSource account. The time spent providing maintenance is dependent upon OneSource account supported and the on-site team. Mentor and/or train CSEs at OneSource location regarding best-in-class customer support, follow up, communication, and specific product line skills to drive growth and customer satisfaction. Drive toward zero service recalls for any reason.
Resource Planning and Deployment: Work with Group Leader to effectively deploy assigned CSEs to meet customer demands in the account. Work with Group Leader to insure on-site team is efficiently deployed and has proper training with cross training opportunities defined. Develop and maintain ongoing communication and a strong working relationship with peers to understand and manage resource availability/limitations. Ensure adequate planning and coordination of coverage to meet customer needs and achieve established operational metrics. Interpret SOW and associated agreements and ensure that resources are deployed consistently with defined objectives. Act as liaison between on-site staff and support staff to escalate critical support issues.
Resource Development: Take an active role in developing on-site resources through mentoring and/or training activities. Work with on-site team and Training Department to assure the appropriate training and cross training opportunities are available. Provide input for and assist with the LEAD Process. Collaborate with the Group Leader to drive talent development, overall business performance, and succession planning through the LEAD Process. Address disciplinary and/or performance problems when necessary in accordance with company policy.
Customer Reporting Requirements: Take an active role in compiling the monthly and quarterly reports per the KPI/SLA requirements. Work with the on-site and back office teams to obtain data, interrogate, format and present to the customer.
The list of duties and responsibilities is not exhaustive and may be substituted