Service Segment Manager

Job description

Job ID 1029123 Date posted 10/1/2018 Primary Location Heredia, Provincia de Heredia, Costa Rica Job Category Services Schedule Full time Shift No shift premium (Costa Rica)

Responsibilities

·  Uses proactive monitoring procedures/tools to identify problem prevention opportunities
·  Supports the Exception and Escalation Team
·  Monitors daily activity (e.g., Case/Task volume) dispatched to Unisys using SFDC dashboards
·  Receives and handles/routes incoming elevation and escalation requests from Unisys and HPE (i.e., Sales, ADMs, etc.)
·  Evaluates and addresses ad hoc, out-of-process requests; ensures closure/resolution on all exception requests
·  Maintains SharePoint for Unisys’ requests and approvals and other exceptions
·  Delivers a compelling, clear and business focused insights that maximize customer value and minimize the areas of waste in processes

Complexity

·  Ability to participate or lead in projects for process or quality improvements in an environment of many service towers and a diverse portfolio of customers, while dynamically prioritizing pending work and ongoing tasks

Experience

·  Typically requires a minimum of 3-5 years general administrative and/or customer relations experience

Knowledge & Skills

·  Good interpersonal skills as well as excellent verbal and written communication skills in language to be supported.
·  Advanced troubleshooting and problem solving skills
·  Excellent analytical and problem solving and time management skills
·  Computer and application proficiency; Salesforce, Microsoft Office skills (Excel, PowerPoint, etc.) and other analytical aids to help manage the operation
·  Ability to oversee compliance with operating procedures and standards
·  Strong understanding of internal HPE processes, tools and usage of such tools in managing daily tasks
·  Strong project management/team leader skills
·  Ability to work effectively in a globally dispersed team.
·  Ability to act quickly and adjust tasks and priorities accordingly
·  Ability to manage multiple tasks or cases simultaneously without supervision
·  High level understanding of customer requirements and priorities as they relate to pertinent service portfolio