Services & Support Manager

Zagg International Distribution

Clare

ZAGG Inc. (NASDAQ: ZAGG) is a leading mobile device accessories and technology company with products that protect, personalise and enhance a consumer's mobile experience. ZAGG differentiates itself as the preferred brand by offering creative product solutions through targeted global distribution channels, with the broadest product offering in its sector. With a brand portfolio that includes ZAGG® and iFrogz™, the company manufactures and markets a complete line of products to improve the functionality of portable gadgets, including keyboards, cases, audio and protective films, through direct, retail, specialty and international channels. More information about the company and its brands is at www.ZAGG.com. ZAGG is an equal opportunities employer. Position Title: Services & Support Manager. Position Summary: With a team of 5 direct employees, the Services Manager will be responsible for managing service level agreements with customers and external service providers across EMEA and APAC. The person will be committed to building and growing our Invisible Shield on Demand (ISoD) service offerings ensuring customer satisfaction while reviewing tactical and longer-term metrics and managing performance outside of defined thresholds. The Services & Support Manager will have responsibility for selecting, on boarding and managing 3rd party external call centres to ensure customer needs, including language and operating hours are fully supported to deliver exceptional customer service. The person will motivate their team to find successful solutions to manage store roll outs, provide innovative training solutions, expert technical support and customer escalation resolutions. As Services & Support Manager you will provide guidance to your team for successful client engagement and delivery while enabling growth in market share through strategic efforts with the Sales, Product and Marketing teams. Responsibilities: Develop strong relationships with your direct reports to coach and mentor them to deliver individually as well as through their teams. Develop top talent by leading regular succession planning and having robust performance /coaching conversations and ensuring the organization is always fit for purpose. Lead for results and ensure best practices are in place to achieve the highest standards within daily operations. Understand how external trends can contribute to our service continuing to serve the business effectively. Actively work in partnership with various cross-functional stakeholders (internally & externally) to maintain effective relationships and ensuring efficient and compliant processes. Analyse and translate data into key strategic inputs and insights to drive decision making with stores and call centres. Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning and cost / benefit analyses. Selecting and negotiating with vendors to agree on best price, quality and delivery. Recommending efficient time-saving project production flows. Maintain field equipment by developing preventative maintenance programs, calling for repairs, evaluating and implementing upgrades. Navigate internal / external reference support materials and assist with all aspects of technical support. Follow business practice guidelines and communicate to management existing or potential challenges. Define, measure and track performance metrics relating to customer satisfaction, PM to repair ratio, % tasks completed Vs open, On time launches and On Target service costs. Reporting to: Operations Director. Candidate Specification. 3rd level qualification in Business / Sales field or equivalent. 7+ years’ experience in a management role in a Services industry. Proven experience leading and developing delivery teams, including technical call centres working in remote locations. Excellent systems skills mainly in Excel/Power point. Ability to manage multiple priorities and implement change. Strong people management / leadership skills with a strategic focus. Demonstrated excellence in all interactions with both internal customers & business partners. Focus on measuring & improving internal customer’s experience. Proven ability in leading a culture of continuous improvement. Based in Shannon, travel to other international locations as required such as partner locations & call centres. This job originally appeared on RecruitIreland.com.

2249 days ago