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Client Relations and Asset Oversight Manager

2 months ago

Pensacola, Florida, United States IRIS Full time
Job Overview

General Summary:
The Client Relations & Asset Oversight Manager will lead IRIS' asset management initiatives to enhance the reliability, efficiency, and cost-effective utilization of all internal and external physical assets. This role involves managing essential vendor partnerships with both hardware and software suppliers. Furthermore, the Client Relations & Asset Oversight Manager will supervise the Customer Support division, ensuring timely resolution and escalation of customer support challenges. The ideal candidate will possess strategic thinking capabilities and exceptional interpersonal skills. Prior experience in managing physical assets throughout their entire lifecycle is highly desirable.

Key Responsibilities:
  • Guide, oversee, and mentor the Customer Support team, which includes Level 1 and Level 2 support personnel.
  • Establish and monitor key performance indicators (KPIs) related to Customer Support.
  • Maintain precise asset inventory levels, reporting any discrepancies monthly for replenishment.
  • Act as the primary liaison for hardware and logistics vendors.
  • Develop and implement strategies for effective management of client and company assets throughout their lifecycle.
  • Provide strategic recommendations regarding actions to take with Client and Company assets, including extended warranty programs.
  • Oversee the acquisition, deployment, utilization, tracking, security, and final disposition of hardware assets.
  • Stay informed about market trends and developments related to imaging equipment.
  • Address support tickets concerning hardware issues, tracking and analyzing tickets to identify recurring problems and solutions.
  • Manage and facilitate the Loaner / RMA process for clients, aiming to minimize downtime.
  • Collaborate with third-party vendors on new product launches, enhancements, and upgrades.
  • Work alongside the IRIS Development team on product testing for new hardware and software to ensure compatibility with existing systems.
  • Assist the Education Specialist team in creating training materials.
  • Make recommendations and implement solutions to enhance productivity, quality, and operational efficiency.
  • Participate actively in the Operations Council, contributing to performance improvement and strategic planning.
  • Identify areas for improvement and devise solutions for the department and overall operations.
  • Perform other duties as assigned.
Preferred Qualifications:
  • Proven problem-solving and innovative thinking abilities.
  • Capability to structure and streamline undefined processes, alongside developing and implementing effective procedures.
  • Comfortable in a fast-paced, dynamic environment, with the ability to manage multiple tasks simultaneously.
  • Self-motivated and able to work independently.
  • Strong oral and written communication skills, with excellent customer service capabilities.
  • Ability to perform effectively under pressure in a fast-paced setting.
  • Exceptional planning and time management skills.
  • Outstanding organizational skills and meticulous attention to detail.
  • Highly proficient in computer applications, including Office 365 – Microsoft Word, PowerPoint, Excel, and Outlook.
Minimum Qualifications:
  • Education: A Bachelor's degree in Business Administration or Information Technology is preferred.
  • Experience: A minimum of 3 years in operations or customer support roles.
Physical Requirements:
  • Regularly required to use hands and communicate verbally.
  • Ability to lift up to 80 lbs.
  • Frequently required to stand, sit, and walk.
  • Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus.
  • Ability to sit, type, and view a computer screen for extended periods.
  • Ability to use a telephone/headset for prolonged durations.

The physical demands outlined are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.