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CENTEGIX · 20 hours ago

Manager, Service Delivery (Atlanta Based)

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

CENTEGIX is the industry leader in wearable safety technology for healthcare, education, government, and commercial workplaces. The Manager for the Service Delivery team will ensure a seamless provisioning and configuration experience of Safety Platform hardware during onboarding, lead technical support for customers, and collaborate with cross-functional teams to enhance service delivery.

EducationHospitalityInformation TechnologySecuritySoftware

Responsibilities

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

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

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

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

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

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

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

Qualification

Technical support managementNetwork protocolsLinux command lineHardware provisioningRF wireless technologiesTroubleshooting softwarePerformance managementCustomer service orientationAnalytical skillsLeadership skillsCollaboration skills

Required

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