Customer Solutions Manager

1. Assures customer satisfaction levels for service, systems and installation are met or exceeded throughout assigned territory.

2. Establish, implement, and manage programs to maintain and increase revenue, profit, and customer satisfaction.

3. Assures that OAF (Order Attainment and Fulfillment process) is followed and adhered to.

4. Manage the performance and develop the capabilities of the workforce to meet or exceed customer satisfaction expectations. Appraise performance and proceed with necessary corrective actions when necessary. Administer recognition programs for direct reports.

5. Manage overtime, direct labor costs, billed work and inventories to meet financial goals.

6. Maintain proper staffing levels by recruiting and hiring competent individuals necessary to accomplish team goals.

7. Ensures compliance to corporate policies and procedures regarding safety including OSHA, as well as the safeguarding of proprietary and confidential information and protection and control of corporate assets (i.e. buildings, inventories, vehicles, etc.).

8. Provide workforce the resources (tools, training, teammates, etc) to fulfill their responsibilities.

9. Ensure workforce properly maintains vehicles and company assets.

10. Responsible to implement and maintain key processes within their area of responsibility.

11. Schedule and meet with customers to ensure customer satisfaction levels are being met or exceeded. Identify, problem-solve, and resolve issues with input from fellow business team members.

12. Participate with Sales, Systems, Service and Support associates at various levels to develop account strategies and action plans that contribute to the overall success of the Business Team.

13. Work with business team and regional management to forecast expense and revenue. Provide regular updates to regional/senior management on status of business.

14. Effectively function within and support a Team based environment.


The individual should be a leader with the ability to communicate effectively (oral/written) and have good problem solving skills. The individual should possess the ability to satisfy customer requirements, relative to Implementation Business standards, with appropriate resource management and intellectual services skills.
REQUIREMENTS
Position requires a highly motivated individual with a combination of good business skills and 5+ years of technical service/installation experience. Must be able to function well in a self-directed team environment. The ideal candidate should possess a minimum of a bachelor’s degree in engineering, systems, marketing, business administration or management, or equivalent experience. Actual hands-on technical and operations managerial experience desired. Individual should have strong demonstrated leadership capabilities with the ability to communicate effectively (oral/written) and have exceptional problem solving and customer satisfaction skills. Experience managing a P&L and growing revenue preferred. Experience working in/with the banking or financial industry a plus.