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Manager, Technical Product Sales Support (BOC Manager) - Company Business
Entertainment & Media Industry Company
Puyallup, WA, United States
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Job Summary:
Responsible for overseeing post-sale / pre install related service delivery activities largely where construction projects are of impact. Provides input in development and roll out of process and procedures related to the Business Operations Coordinator functions. Resolves post-sale / pre install operational issues and ensures personnel receive required information and documentation to perform their tasks efficiently. Regional field point of contact to all sales channels selling in region for post-sale / pre install operational issues. Partners and provides feedback to sales and sales support teams in order to facilitate continuous improvement in the service delivery process. Manages a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required. Assists in development and meeting of departmental budget.
Primary Responsibilities:
-SalesForce report management
-Case and Task oversight of team in SalesForce and other required provisioning systems
-Cross-functional partnership with various internal teams to include Construction, Tech Ops, Sales Support, Sales, Service Delivery and Project Management teams
-Business Operations Leadership presence in region supporting Divisional and HQ related process rollouts and procedures
Core Responsibilities:
-Develops and improves processes and procedures for service delivery team to ensure orders are entered and scheduled within defined SLAs.
-Works with internal and external customers to ensure a positive installation experience.
-Provides feedback and recommendations to the sales organization with regard to clean order submission to improve the efficiency of the service delivery operation.
-Hires, coaches and evaluates service delivery personnel based on performance standards.
-Evaluates performance data on key metrics and provides continuous performance feedback to team.
-Consistent exercise of independent judgment and discretion in matters of significance.
-Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
-Other duties and responsibilities as assigned.
Requirements:
Education Level:-Bachelors Degree or Equivalent
Years Experience:-Generally requires 6-9 years related experience
Additional Requirements:
-MS Office
-Strong leadership and communication skills to subordinates, peers and leaders
Company is an EOE/Veterans/Disabled/LGBT employer