Client Service Manager
About The Position
The Client Service Manager provides direction to Field Engineering supervisors and teams across multiple locations, identifies recurring trends and difficult issues, and ensures end-to-end support for identified and potential problems. The role resolves key issues, escalating the most significant or complex matters to technical colleagues or senior management. In collaboration with Client Services & Support colleagues, the manager monitors hardware, software, and equipment availability, manages procurement activity, and serves as a liaison between clients, end users, and technical teams. The position also helps determine appropriate processes, policies, and procedures; establishes work processes and priorities; and allocates people, budgets, and resources. The role must be located in the East Coast time zone. It may require access to export-controlled commodities and technology, so applicants should be eligible for any required U.S. Government authorizations.
Requirements
- BA/BS degree and 4–6 years of relevant experience, or an equivalent combination of education and relevant experience.
- 0–2 years of leadership experience.
- Must be located in the East Coast time zone.
- Should be eligible for any required U.S. Government authorizations if the role requires access to export-controlled commodities and technology.
Responsibilities
- Provide clear, regular direction to Field Engineering supervisors and teams across multiple locations.
- Identify recurring trends, difficult-to-resolve problems, and potential issues related to new system releases or hardware and software upgrades.
- Ensure end-to-end support to address identified and potential issues.
- Resolve key issues raised by supervisors and teams, escalating the most significant and complex issues to technical colleagues or more senior management.
- Monitor hardware, software, and equipment availability with Client Services & Support colleagues to identify gaps, concerns, and other issues with potential business impact.
- Manage procurement-related activity to ensure on-time delivery and responses to client requirements.
- Act as a liaison between clients, end users, and technical teams.
- Assist supervisors and team members in determining appropriate processes, policies, or procedures.
- Establish overall work processes and priorities.
- Allocate people, budgets, and resources.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
