Service & Support Process Manager

2 weeks ago

Henrico, United States Clever Devices Ltd. Full time
Job DescriptionJob Description

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a Service & Support Process Manager to join our team.

As a Service & Support Process Manager, you will play a critical role in driving efficiency and effectiveness within our organization by developing and optimizing processes that span multiple departments. Your primary responsibilities will include designing and implementing workflows, managing the knowledge base, creating training content, overseeing document templates, and leading the management and of Service and Support processes. You will collaborate with cross-functional teams to ensure seamless integration and adherence to established processes, ultimately enhancing our overall productivity and quality.

Key Responsibilities:

  1. Process Development and Optimization:
    • Design, develop, and optimize end-to-end workflows that improve operational efficiency and effectiveness.
    • Collaborate with stakeholders from various departments to gather requirements and ensure alignment for troubleshoot diagnosis and resolution
    • Identify process bottlenecks, inefficiencies, and areas for improvement, and implement appropriate solutions.
    • Establish performance metrics and monitoring mechanisms to track the effectiveness of implemented process resolution.
  2. Knowledge Base Management:
    • Oversee the development and maintenance of a comprehensive knowledge base.
    • Organize information into a structured and easily accessible format.
    • Collaborate with subject matter experts to capture and document best practices, standards, and guidelines.
    • Continuously update and improve the knowledge base to reflect evolving business needs and technological advancements.
  3. Training Content Development:
    • Develop training programs and materials for the service department.
    • Identify training needs and gaps and create targeted content to address them.
    • Design and deliver engaging training sessions, workshops, and presentations.
    • Collaborate with internal stakeholders to ensure training content aligns with organizational goals and objectives.
  4. Document Template Management:
    • Maintain a library of standardized document templates for Service & Support activities.
    • Establish and enforce document control processes, ensuring adherence to established templates.
    • Collaborate with teams to identify and develop new templates as required.
    • Provide guidance and support on document creation, formatting, and version control.
  5. Service and Support Process Development and Enforcement:
    • Lead the development, implementation, and enforcement of systems engineering processes.
    • Define and document standard processes and methodologies.
    • Collaborate with stakeholders to ensure processes align with industry standards and best practices.
    • Conduct regular audits and reviews to ensure compliance with established processes.

Skills and Qualifications Required:

  • Ability to gain good working knowledge of Clever Devices software and products.
  • Strong organizational, interpersonal, written and communication skills
  • Strong analytical skills and attention to detail
  • Ability to handle multiple tasks simultaneously and prioritize
  • Presenting technical information
  • Microsoft Office
  • Bachelor’s degree in engineering or computer engineering or equivalent work experience


Clever Devices is an Affirmative Action/Equal Opportunity Employer

The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and/or physical location; internal equity; and, budget.

In addition, Clever Devices Ltd. offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.

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