Director of Service Operations

1 week ago


Malvern, Pennsylvania, United States Cenero Full time
Job Title: Director of Service Operations

Cenero is seeking a highly skilled and experienced Director of Service Operations to lead our service operations team. As a key member of our leadership team, you will be responsible for managing the day-to-day activities of our service engineers, technical service engineers, and service managers in the Service Center.

Key Responsibilities:
  • Manage and develop service performance metrics, including target metrics and measurement tools with Business Intelligence (BI) to measure individual performance.
  • Monitor metrics and manage service engineers' team to achieve Key Performance Indicators (KPI) assigned targets.
  • Approve time sheets and expenses reports and ensure timely submissions.
  • Review staff objectives and provide constructive feedback via regular, periodic reviews.
  • Manage the Call Center and ensure adequate coverage in the Service Center for all scheduled times.
  • Ensure technical service engineers (TSEs) are properly trained on and using service systems.
  • Monitor Call Center activity for quality, response delays, etc. and suggest corrective action.
  • Document processes for distribution for existing and future employees.
  • Training and Development:
    • Coordinate manufacturer training for TSEs and FSEs.
    • Ensure training of TSEs and FSEs on Cenero-specific procedures and products.
    • Manage manufacturer and industry certifications for all TSEs and FSEs.
Requirements:
  • Bachelor's degree (B.S.) from a four-year college or university in an appropriate engineering field; and/or ten+ years related experience and/or training; or equivalent combination of education and experience.
  • Detailed working knowledge of all types of audiovisual and related systems, including switchers, projectors, DVD/VCR players, displays, microphones, speakers, etc.
  • Detailed working knowledge of videoconferencing and audioconferencing systems.
  • Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX).
  • Detailed working knowledge of video & acoustic technical principals and basic electrical wiring is required.
  • Requires a detailed working knowledge of audiovisual test and repair equipment.
  • Some Audiovisual installation experience is preferred.
  • General Knowledge of Ethernet and H.320, H.323 and SIP protocols.
  • General knowledge of TCP/IP networking, switches, routers, firewalls.
  • Detailed working knowledge of computers (Windows based) and office software.
  • Five+ years customer service experience.
Benefits:
  • Industry-leading healthcare coverage begins on your first day of employment.
  • Savings and 401K Investments with company match.
  • Health Savings Account (HSA).
  • Flexible Spending Account (FSA).
  • Dependent Care Spending Account (DCA).
  • 100% Company paid Life insurance.
  • 100% Company paid Short Term Disability.
  • Optional Long Term Disability.
  • Paid Time Off awarded at hire.
  • On-site gym, weight room, locker room.
  • Giving Programs.
  • Employee Tuition Reimbursement.
  • Opportunities to network and connect.
  • Lucrative Employee Referral program.
  • Delicious Free coffee.
  • Warm Philly soft pretzels every Wednesday in Malvern.


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