Position Overview

Source’s relentless goal is to provide world-class support to enterprise IT, medical technology, and industrial automation OEM customers and their end-users. The primary responsibility of the Project Planning Manager is to provide leadership and management of the Project Planning and End-User Customer Experience team to ensure alignment with the goals and objectives of the organization. Key tasks include staff planning, scheduling, coordination, directing and mentoring to ensure that service activities are completed swiftly and efficiently. The Project Planning Manager will also work closely with decision makers and other departments to regularly identify, recommend, develop, implement process and systems improvements to enhance the customer experience and drive team efficiency.

The Project Planning and End-User Customer Experience team is an essential component of our Service Delivery capabilities as part of the overall Support Operations Center or SOC. The SOC includes our Case Coordinators, Technical Support Specialists, and Technical Support Engineers. In this role, you will be an integral part of the overall management of the Support Operations Center as well as the development of service delivery programs for our customers. This means that you will work closely with the managers and supervisors that are part of the Service Delivery team.

Exceptional personnel and time management skills and excellent verbal and written communications skills are required. The Project Planning manager role requires an ability to multitask efficiently and consult on complex OEM and end-user customer coordination and scheduling issues as needed. Ensuring process adherence across the team, an understanding of service level agreements, and managing Key Performance Indicators is a must in this role.

Success requires the utmost in responsiveness, disciplined self-direction, superior multi-tasking, relentless follow-through, clear & succinct communication and skill to manage the most difficult customer situations often under tight deadlines. Expect regular interaction with customers, team members, field engineers (FEs), sales associates, executive management and others. Leading by example is key. Must continuously guide the team to swift problem resolution, continuously demonstrate professionalism and a maintain keen sense of quality and the customer experience.

Key Responsibilities Include:

• Leading & managing the daily operations of the Project Planning and End-User Customer Experience teams
• Creating & adhering to established procedures & protocols to ensure superior customer satisfaction
• Working directly with end-users and OEM customers as needed
• Assisting with operational & strategic planning including business requirements, project planning, organizing and negotiating for resources
• Managing Project Planning, End-User Customer Experience, and SOC staffing including recruitment, supervision, development, evaluation and discipline
• Actively managing & participating in the shift rotation including weekends, after hours & holidays as needed
• Developing & maintaining policies & standards for maximizing Project Planning and End-User Customer Experience team’s effectiveness while minimizing costs
• Routinely offering support & mentorship to your staff and the broader SOC staff
• Actively participating in departmental budget & resource planning to ensure compliance with stated goals, guidelines and objectives
• Ensuring team compliance with process & technical training requirements
• Modeling responsiveness & integrity in all customer communications
• Directly managing customer escalations to successful conclusion
• Working with the SOC and other organizational teams to accomplish assigned goals & objectives
• Providing concise status reports on a regular basis
• Performing other duties and projects as assigned

Education and Experience

• Bachelor’s degree in Customer Service Leadership, Operations Management, Business or equivalent industry and/or certificate experience
• 4+ years managing an end-user customer or RMA support teams for enterprise IT, Medical Technology or Industrial Automation B2B product organizations
• Demonstrated practical customer service, support and scheduling experience

Other Experience

• Superior team-oriented attitude & desire to constantly embrace innovative ways of delivering services
• Familiarity of enterprise IT, medical technology and/or industrial automation customer environments
• Proven understanding of business-to-business (B2B) communication with vendors, clients and C-level executives by phone and in-person
• Case management experience in Salesforce Service Cloud preferred
• High-level technical product background preferred

Required Soft Skills

• Dedication and relentless focus on customer satisfaction and follow-through
• Excellent written, oral & interpersonal communications skills
• Able to effectively interact with technical & non-technical people
• Proven mentorship & leadership skills
• Focus on teams
• Superior customer escalation management skills
• Experience managing personnel in a 7X24 staff environment
• Ability to multi-task, juggle competing priorities & thrive in fast-paced environment
• Demonstrate a calming influence if the face of stress and challenging situations
• Experience, judgment and drive to plan, make decisions and accomplish individual & team goals
• Extensive experience working in a team-oriented, collaborative environment
• Highly organized, self-motivated, self-directed and attentive to detail
• Manage all internal & external interactions in a professional and courteous manner

Physical Requirements & Work Environment 

• Expected to work at Source’s office unless other arrangements have been agreed to
• Reasonable accommodations may be made to enable performance of essential job functions
• Ability to efficiently operate a computer is expected
• Regularly required to sit, use hands/fingers, speak and listen
• Specific vision abilities include close vision, color vision and ability to adjust focus
• Low to moderate noise volume

Contact Us

• hr@sourcesupport.com 678-835-6100