Manager, Service Delivery (Atlanta Based)

Centegix•Atlanta, GA

2d•Remote

About The Position

CENTEGIX® is the industry leader in wearable safety technology for healthcare, education, government, and commercial workplaces with nearly 700,000 badges in use. The cloud-based CENTEGIX Safety Platform™ initiates the fastest response time for emergencies, from the everyday to the extreme. Leaders in nearly 15,000 locations nationwide trust CENTEGIX's innovative safety solutions to empower and protect people (every day). Purpose We are seeking a skilled and motivated Manager for our Service Delivery team. As the Manager of the Service Delivery team at CENTEGIX, you will play a crucial role in ensuring a seamless provisioning and configuration experience of Safety Platform hardware during the onboarding process. You will lead the team providing initial technical support to our customers, contributing to the success of the customer onboarding experience.

Requirements

3-5 years Management experience in technical support roles, preferably in the software or technology industry.
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
Proven experience in technical operations, system administration, or technical support leadership roles, preferably in the software or technology industry.
Expertise in metrics-driven performance management.
Extensive knowledge of network protocols, including TCP/IP, DHCP, DNS, subnetting and routing/switching
Strong command of Linux-based commands and experience with Linux command line.
Knowledge of RF wireless technologies including Zigbee and LoRaWAN protocols
Proficiency in troubleshooting hardware and cabling issues.
Proficiency in troubleshooting software issues in Windows and macOS.
In depth knowledge of hardware provisioning, QA testing and certification practices.
Familiarity with Google’s G Suite.
Excellent interpersonal and communication skills, with the ability to communicate technical concepts effectively to non-technical individuals.
Strong customer service orientation and a passion for delivering exceptional support experiences.
Ability to remain calm and composed under pressure, with a focus on problem-solving and conflict resolution.
Strong analytical skills with the ability to analyze complex issues, identify root causes, and propose effective solutions.
Detail-oriented mindset with the ability to prioritize tasks and manage multiple competing priorities.
Partnering with leadership from cross-functional teams (Project Management, Field Services, Warehouse, etc) to create or evolve processes and procedures to ensure optimal and efficient outcomes.
Maintaining awareness of department deliverables and finding solutions to issues before they impact critical timelines.
Ability to effectively coach, mentor and develop Service Delivery Technicians and Engineers to grow into advanced technical roles.
Assisting or training direct reports to ensure all products and services are delivered to customers by project completion.
Ability to collaborate effectively with cross-functional teams and contribute to a positive team culture.

Responsibilities

Performance Management: Assigns work and sets priorities as necessary to meet departmental KPIs (key performance indicators). Develop reporting to continually monitor department workload, ensuring tasks are balanced appropriately and completed within established timeframes. Directs staffing, training, and performance evaluations to develop staff. Oversees product/services and tools training for the Service Delivery Team and acts as a mentor to all.
Service Provisioning: Oversee provisioning of the hardware and software components of CENTEGIX Safety Platform, including CrisisAlert™, Safety Blueprint and Visitor Management solutions. Ensure core equipment is installed and certified efficiently to allow the prompt scheduling of the Field Services team to complete service install.
Technical Support: manage and develop the team of Service Delivery Engineers to provide exceptional technical support and troubleshooting assistance. Ensure SOPs are thorough, up to date and the SDEs possess the knowledge to diagnose issues and the confidence to follow issues through to resolution. Collaborate with internal teams, including Project Management, Customer Support, Field Services, Sales, and Engineering, to address and resolve customer inquiries, concerns, or issues in a timely and effective manner. Communicate technical concepts and solutions clearly to non-technical individuals.
Mapping: Manage Mapping Specialists to ensure Safety Blueprint maps are created accurately using the Geographic Information System (GIS) from customer provided source material. Performs QA to ensure map data accuracy and on-time delivery.
Training and Documentation: Develop and maintain comprehensive technical documentation, including user guides, troubleshooting procedures, and knowledge base articles. Conduct training sessions, both in-person and remote, to educate on system functionality, best practices, and efficient usage. Continuously update and improve training materials to reflect the evolving nature of our products and services.
Collaboration and Cross-Functional Support: Collaborate with cross-functional teams, especially Onboarding Project Managers, to ensure customer projects are progressing appropriately. Find solutions to obstacles impacting the team to ensure service provisioning and delivery is achieved on agreed upon target dates.
Continuous Learning and Professional Development: Stay up-to-date with the latest technological advancements, industry trends, and best practices in the field of safety and emergency response systems. Actively participate in training programs, workshops, and seminars to enhance your technical skills and knowledge. Share your learnings and insights with the team to foster a culture of continuous improvement.

Benefits

Remote first work environment; we offer workplace flexibility
Participation in company wide discretionary bonus
Fifteen days of PTO plus twelve company holidays
Three days of paid Sick Leave and one floating holiday
Monthly device(s) reimbursement
Up to $2500/year reimbursement for eligible education expenses
We offer a range of Healthcare plans to meet your needs (medical, dental, vision)
401(k) Plan with 4% employer contribution to help you plan for the future
Employee Referral Bonus
Charitable Program Match
A chance to contribute to life saving work, support safer environments across the country, and be part of a mission driven team.