Job Directory Technical Services Escalations Manager

Technical Services Escalations Manager
Chelmsford, MA

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Job Description

Want to join a team that cultivates passion and drives innovation? At Axis, we believe in innovating for a smarter safer world. We just happen to provide cutting-edge security solutions across the globe. While each Axian has his or her own motivators, we all share the same core values.

We're more than just a team here. We are a family. We care about each other, grow together and celebrate successes. Wednesday popcorn, Friday morning bagels, ping pong, and other fun activities add to the time we spend together. This isn't your typical 9-5. It's a way of life!

Axis' Technical Services team is searching for an Escalations Manager who will be responsible for managing the exceptional delivery of support services to Axis customers through the effective use of people, policy, procedures and systems and working closely with the Director and Manager of Technical Services. This position will drive outcomes that support our local and global strategic objectives aimed at increasing customer satisfaction, increasing employee satisfaction and decreasing cost per interaction across all channels of support. Two specific areas of focus for this position will be managing escalations from our top-level partners and process development to increase information sharing. The person in this role will oversee a team of both Senior Technical Services Engineers as well as Technical Services Specialists.

What You'll Do Here…

* Represent management in the escalation process by reaching out to customers and Axis team members to triage and bring in the right resources to assist with technical escalations
* Further development of the Technical Services Specialist and Senior Technical Services Engineer positions so that they continue to meet the needs of our business goals
* Act as a technical account manager for National Systems Integrators level partners
* Build relationships with Business Area Directors in each region to take a more proactive role in collecting and addressing their technical service related concerns
* Development of an "escalations dashboard" for Western Hemisphere customer base
* Actively manage our relationships with the Product Specialist team in Lund and local Business Development contacts to ensure readiness for new solution launches
* Tracking, reporting and communication of product quality concerns from our Sales teams in each respective business area
* Implement and assist in the development of regional and global strategic initiatives
* Assist with managing the Technical Services Department expense budget
* Provide weekly, monthly and quarterly reports to organizational stakeholders

What We Are Looking For…

* Ability to employ high level of emotional intelligence to de-escalate situations and build trust
* Understanding of network topologies and troubleshooting methodologies
* Ability to quickly learn and understand the technology behind Axis products and solutions.
* Excellent customer service
* Detailed problem solving
* Proven ability to work within different teams to achieve results
* Strong communication skills (written/verbal)
* Strong analytical skills

What You'll Need…

* Bachelor's degree in a related field
* 3+ years of management experience
* 3+ years of experience in IP Video and PACs technical experience

Physical Demands:

* Employee is occasionally required to lift 20-25 lbs (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
* Travel: 0-5% maximum required

What we have to offer...

Axis is more than a rock-star culture with cutting-edge innovation. Axis is a company that puts our employees first and a Great Place to Work for 2018 by GPTW & Fortune Magazine! Here's just a glimpse of what we do for our Axians:

* Inspire you to grow and develop through employer-offered training as well as tuition reimbursement
* Take care of more than just the 'work you', but rather the 'whole you' through our health, dental, vision, and fitness health & wellness programs
* Support parents & their kids through paid parental leave and help to alleviate the cost through a dependent care reimbursement account
* Encourage work/life balance with a generous vacation policy - not to mention, our paid sabbatical program at your 5-year anniversary, allowing you to relax and unwind for an extended period of time
* Help prepare for your life after retirement through our 401(K) program

Our leaders have a true mentorship approach that welcomes creativity and out-of-the-box thinking while fostering endless learning. Whether you want to further your education, change careers, travel to exotic places, or join a work-hard play-hard organization, at Axis, you get a life - one that offers personal and professional balance and encourages you to be the best version of yourself. It really is that kind of place! Why imagine what it's like when you could be one of nearly 3000 Axians worldwide contributing to the culture and innovation.

Taking the first step to be an Axian is easy - all you have to do is apply!

Want to know more about Axis? Please visit our website

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