Customer Support and Asset Manager

1 month ago

Pensacola, United States IRIS Full time
Job DescriptionJob DescriptionGeneral Summary:
The Customer Support & Asset Manager will oversee IRIS’ asset management program to promote the reliability, efficiency, and economical use of all internal and external physical assets. The Customer Support & Asset Manager will oversee key vendor relationships with hardware and software vendors. Additionally, the Customer Support & Asset Manager will manage the Customer Support department monitoring and escalating customer support issues. The Customer Support & Asset Manager must be a strategically minded individual with strong interpersonal skills. Experience managing physical assets through their entire lifecycle is preferred.  
Essential Job Responsibilities:
  • Oversee, supervise, and mentor the Customer Support team which includes Level 2 and Level 1 support technicians.
  • Establish and track KPIs related to Customer Support
  • Responsible for maintaining accurate asset inventory levels, reporting shortages, overages, and all inventory levels monthly for replenishment.
  • Serve as liaison and key point of contact for hardware and logistics vendors
  • Manage overall system and life cycle strategy for effective management of client and company assets
  • Strategically advise on what actions to take with Client and Company assets including but not limited to extended warranty upsell programs
  • Manage acquisition, deployment, utilization, tracking, security, and final disposition of hardware assets.
  • Stay abreast of market trends and patterns relating to imaging equipment
  • Respond to support tickets related to hardware issues tracking and trending tickets for identification of common problems/resolutions
  • Manage and Facilitate the Loaner / RMA process for IRIS Clients working to minimize downtime
  • Identify and work with third-party vendors on new product releases, product enhancements, and upgrades.
  • Work with IRIS Development team on product testing for both new hardware and software ensuring compatibility with existing programs and products
  • Assist the Education Specialist team with the development of training materials
  • This role will be expected to make recommendations and implement solutions to improve productivity, quality, and efficiency of operations
  • Serve as an active member of the Operations Council with input on improving performance and strategic planning.
  • Identify areas of improvement & create solutions for the department, overall operations, and the company
  • Other duties as assigned
Preferred Skills
  • Must be a problem solver and innovator
  • The ability to see structure and bring order to undefined processes, as well as develop and implement processes, are a necessity
  • Must be comfortable in a fast-paced, dynamic environment, and able to handle multiple tasks simultaneously.
  • Must be able to work independently and be self-motivated
  • Must demonstrate strong oral and written communication skills, excellent customer service skills
  • Ability to work effectively under pressure in a fast-paced environment
  • Exemplary planning and time management skills
  • Superior organizational skills and extreme attention to detail
  • Highly proficient computer skills, including proficiency in Office 365 applications – Microsoft Word, PowerPoint, Excel, Microsoft Outlook and other applications

Minimum Qualifications:
  • Education: Bachelor’s degree in Business Administration or Information Technology is preferred
  • Experience: 3+ years of operations or customer support
Physical Requirements:
  • While performing the duties of this job, the employee is regularly required to use hands and is required to talk and hear 
  • Ability to lift up to 80lbs
  • The employee is frequently required to stand, sit, and walk 
  • Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus   
  • Ability to sit, type, and view a computer screen up to 8 hours at a time    
  • Ability to use telephone / headset for up to 8 hours at a time
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Location: Pensacola, FL  
Job Status: Full-Time / Benefits Eligible
Salary: Based on Experience

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