LCS Operations and Escalation Lead

Savoye North America•Aurora, CO

7d•Hybrid

About The Position

SAVOYE NORTH AMERICA designs and integrates supply chain solutions. We provide innovative solutions to some of the most perplexing logistics processes through a full range of Advanced Software solutions and Advanced Technologies systems. As a leading logistics service provider, we are excited for our growth and commitment to customizing global logistics solutions. We are searching for a LCS Operations and Escalation Lead to join our team of innovative and passionate individuals who are powered by their passion for service delivery. Job Summary A successful LCS Operations and Escalation Lead will strive for excellence in client satisfaction and enjoy troubleshooting. This role will support our clients across the business and is an integral part of our client-focused business model as clients are the foundation of our business. Build your career in an innovative, growing company by developing a working knowledge of SAVOYE systems and supporting our clients.

Requirements

Minimum 2 Years Project Management Experience preferably in the Material Handling Industry or Warehousing and Distribution
Excellent communication, leadership, and client development skills
Self-starter and able to handle multiple tasks and priorities.
I n depth knowledge and experience applying Agile, Waterfall or a hybrid approach to implementations to meet customer needs.
Proficiency with computer software applications, Microsoft 365 application suite, including MS Project
Experience working in an advanced ERP/MRP system

Nice To Haves

Bachelor’s degree preferred.
PMP certification or work equivalent preferred.
Experience in complex, multi-entity projects is preferred.

Responsibilities

Manage the existing LCS Support Contracts: keep track of the SLAs by customer and create weekly and monthly reporting against those SLAs to determine any gaps that require remediation.
Understand the penalties for underperformance of SLAs and report any occurrences to the Leadership Team
Analyze open support tickets across our customers for trends in why customers are contact us – identifying hardware, software or training gaps and reporting those to the appropriate departments
Engage on any P1 Critical issues with our customers: this requires joining bridge calls with the customer and staying engaged until the RCA (Root Cause Analysis) is complete.
As the Escalation Lead, you will be the central point of contact both for our engineers engaged in the issues and for the customer.
You will manage you appropriate SLA response times and will centralize the information from the team and to the customer.
Escalate internally to appropriate management if our SLA’s are in danger of not being maintained
Document the incident and all updates in the ticket system and write and send the formal findings to the customer.
Maintain professionalism and act in a manner that de-escalates the call and help collect information that the team may need to technically troubleshoot the situation.
When projects have been identified for LCS, you will act as the central point of contact and collect and document the requirements, the schedule and work with the assigned internal team for delivery.
Provide direction to internal project team including assignment of individual responsibilities and tasks.
Manage projects within the triple constraints of scope, schedule, and budget
Identify and manage project risk register with actionable mitigation strategies.
Analyze project profitability, forecast appropriate monthly costs for revenue recognition and gross margin recognition, and ensure timely and accurate invoicing.
Identify business development and sales opportunities as they relate to specific projects or customers you are working with.
Contribute to estimating project and support contract costs and work with Sales Account owners on renewals of Support Contracts and input into SOW’s.
Ensure acceptance of the project deliverables by the customer by demonstrating the acceptance criteria.
Co-develop detailed project schedules inclusive of all in-scope engineering, installation, and integration activities as well as explicit and implicate out-of-scope milestones by others (i.e., customers, general contractors, or other suppliers) impacting project execution
Work with the Savoye safety team to ensure site safety of all Company employees, suppliers, and sub-contractors.
Responsible for deep understanding of specific project and contract requirements and assist the Company with Process Improvements; to continuously improve activities and methodologies.
Develop and maintain sub-contractor relationships to produce, issue and close out punch-lists.
Liaise directly with the nominated lead engineers, installation manager, client, and suppliers.
Work closely with the site installation team to ensure accurate, timely, and complete installation to the requirements of the project.
Lead project acceptance process, including travel to site to lead the acceptance testing and obtaining final sign-off if necessary.
Comply with Company Policy & Safety Manual

Benefits

401(k) with company match
Annual Bonus Plan
Heath, Dental, and Vision insurance offered by BCBS. Offer few H.S.A and PPO options, two dental options, and Vision benefit by EyeMed
Voluntary: Short-Term Disability & other ancillary benefits (Critical Illness, Hospital and Accidental insurance)
Employer paid-Life insurance and AD&D and Long-Term Disability.
Employee assistance program (EAP)
Paid time off (PTO) including sick time.
Separate Bereavement Leave
Generous Company Holidays
Fun, Collaborative, and Flexible Corporate culture