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Service Delivery Manager
Location
Brazil
Posted
46 days ago
Salary
0
Seniority
Senior
Job Description
Service Delivery Manager
Hewlett Packard Enterprise
• This is a customer facing services role (networking operations environment) • Reports to Latam Service Delivery Manager, while collaborating with various internal organizations to deliver a stellar customer experience by ensuring customers attain outcomes with sold products/services. • As a Service Manager – Networking, you will be the single point of contact for all service-related matters on customer’s post-sales journey • Managing overall health of assigned customer accounts in LATAM region, acting as a key member of the account while acting as a trusted advisor to the customer. • Responsible for developing and maintaining a strong trusted relationship with their assigned customer(s) and delivering a positive overall service experience from the Company. • Maximizes the value of the company’s offerings and portfolio and guides customers to succeed in achieving their business objectives and outcomes. • Customer onboarding • Manage the customer experience with recurring meetings to supervise related activities and outcomes • Engages and manages the post-sales relationship with the customers • Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. • Works on problems of diverse complexity and scope • May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. • Incident and escalation management • Provides remote operational support and remediation • Responsible for incident ownership, managing all high and critical incidents • Logistics support on RMAs • Installed base management and entitlement, escalation/remediation • E2E coordination with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments • Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders • Extract, handle and analyze information and data related to the main indicators of the support and after-sales process, building reports to be presented to different audiences at operational and executive level • Analyze trends for further discussion, define actions to address issues & concerns. • Support business partners and resellers on post-sales activities • Develop, communicate and update account strategies with the sales account team, customer service team & the customer. • Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.
Job Requirements
- Bachelor’s degree in Engineering, Computer Science or equivalent
- 5 - 7 years of relevant work experience in Service Delivery / Services Management / Services Account management / Service Assurance
- Service mindset and proactive attitude
- Ideally leading large technical account activity for a Service Provider, Telecom or large Enterprise customer.
- Proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and the company business requirements.
- Experience in a service delivery and business model with active partner participation in the end-to-end chain.
- Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment
- Excellent customer management and relationship capabilities
- Ability to speak and write in Portuguese and English (Spanish is a plus)
- Some background in IP-based networks or Software technologies
Benefits
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
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About INNIO:INNIO is a leading provider of gas engines, power equipment, and related services, driving the energy transition with innovative solutions. Our Jenbacher and Waukesha product lines deliver reliable, efficient, and sustainable energy to customers worldwide. At INNIO, we are committed to empowering our employees, supporting our communities, and powering a cleaner, more resilient future. Purpose:Lead and manage Field Service Technicians and Work Preparators within the assigned service region, ensuring operational excellence, safety, and customer satisfaction. Key Responsibilities: - Direct management regarding to quality of work; profitability; target agreements; employee development; EHS and customer satisfaction. - Responsibility for classification according to the qualifications of the service technicians in the service region. - Responsibility for the quality of work execution of commissioning; repairs, overhauls and warranty procedures across all product lines in the service region, in close cooperation with the WP. - Collaboration in the strategic planning of the service region. - Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region. - Supporting the Service Sales Managers by developing and introducing standardized processes. - Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers in order to improve the reputation on the market. - Working closely with the Service Area Managers to ensure that customer requirements are met by providing a high quality, timely service (e.g. on-site spare parts delivery, new business opportunities). - Cost optimization of service calls and fulfilment of service contract requirements. - Escalation of complex technical issues to the Help Desk. - Implementation of and compliance with all safety-relevant requirements (EHS, EHS audits, escalation of EHS relevant topics to responsible parties). - Increase customer satisfaction by ensuring fast response times and provision of the necessary service know-how. - Management of the subordinate employees according to target agreements and employee development. Required Qualifications: - High school diploma or GED. - Completed technical or electrical/electronic vocational training. - Several years of experience in the electrical and/or mechanical field. - Proven experience leading a team of technicians. - Business fluency in English. - Strong technical background. - Confident user of Oracle and Microsoft applications. - Willingness to travel up to 30% for customer and employee audits. - Residency in the DFW/Abilene area or willingness to relocate. Desired Qualifications: - Experience in plant engineering or the energy/power generation sector. - Experience in service management, especially with reciprocating engines. - Knowledge of Jenbacher gas engine series. - Knowledge of business administration. - Experience with coaching and onboarding new employees. Soft Skills: - Strong leadership and team motivation abilities. - High degree of flexibility and resilience. - Excellent communication and interpersonal skills. - Strong analytical and process optimization mindset. - Customer-oriented with effective problem-solving skills. - Ability to negotiate and influence stakeholders. - Commitment to continuous improvement and learning. - High integrity and professionalism. What We Offer: - Opportunity to lead a dynamic service team in a growing industry. - Professional development and training. - Supportive and collaborative work environment. Benefits & Perks:We offer a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) retirement plan, and voluntary long-term disability and life insurance. We also provide company-paid short-term disability and basic life insurance to support your well-being and financial security. Additional perks include tuition reimbursement and a fitness reimbursement program to support your personal and professional growth. Ready to join a team that’s powering a better future? Apply now!
About INNIO:INNIO is a leading provider of gas engines, power equipment, and related services, driving the energy transition with innovative solutions. Our Jenbacher and Waukesha product lines deliver reliable, efficient, and sustainable energy to customers worldwide. At INNIO, we are committed to empowering our employees, supporting our communities, and powering a cleaner, more resilient future. Purpose:Lead and manage Field Service Technicians and Work Preparators within the assigned service region, ensuring operational excellence, safety, and customer satisfaction. Key Responsibilities: - Direct management regarding to quality of work; profitability; target agreements; employee development; EHS and customer satisfaction. - Responsibility for classification according to the qualifications of the service technicians in the service region. - Responsibility for the quality of work execution of commissioning; repairs, overhauls and warranty procedures across all product lines in the service region, in close cooperation with the WP. - Collaboration in the strategic planning of the service region. - Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region. - Supporting the Service Sales Managers by developing and introducing standardized processes. - Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers in order to improve the reputation on the market. - Working closely with the Service Area Managers to ensure that customer requirements are met by providing a high quality, timely service (e.g. on-site spare parts delivery, new business opportunities). - Cost optimization of service calls and fulfilment of service contract requirements. - Escalation of complex technical issues to the Help Desk. - Implementation of and compliance with all safety-relevant requirements (EHS, EHS audits, escalation of EHS relevant topics to responsible parties). - Increase customer satisfaction by ensuring fast response times and provision of the necessary service know-how. - Management of the subordinate employees according to target agreements and employee development. Required Qualifications: - High school diploma or GED. - Completed technical or electrical/electronic vocational training. - Several years of experience in the electrical and/or mechanical field. - Proven experience leading a team of technicians. - Business fluency in English. - Strong technical background. - Confident user of Oracle and Microsoft applications. - Willingness to travel up to 30% for customer and employee audits. - Residency in the DFW/Abilene area or willingness to relocate. Desired Qualifications: - Experience in plant engineering or the energy/power generation sector. - Experience in service management, especially with reciprocating engines. - Knowledge of Jenbacher gas engine series. - Knowledge of business administration. - Experience with coaching and onboarding new employees. Soft Skills: - Strong leadership and team motivation abilities. - High degree of flexibility and resilience. - Excellent communication and interpersonal skills. - Strong analytical and process optimization mindset. - Customer-oriented with effective problem-solving skills. - Ability to negotiate and influence stakeholders. - Commitment to continuous improvement and learning. - High integrity and professionalism. What We Offer: - Opportunity to lead a dynamic service team in a growing industry. - Professional development and training. - Supportive and collaborative work environment. Benefits & Perks:We offer a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) retirement plan, and voluntary long-term disability and life insurance. We also provide company-paid short-term disability and basic life insurance to support your well-being and financial security. Additional perks include tuition reimbursement and a fitness reimbursement program to support your personal and professional growth. Ready to join a team that’s powering a better future? Apply now!
Clinical Monitoring Oversight Manager - Contractor
Arcus BiosciencesArcus Biosciences is a global biopharmaceutical research company that is on a mission to develop “precision combinations” to discover cures for cancer. As an employer, the comp
Summary The Clinical Monitoring Oversight Manager - Contractor (CMOM) will provide oversight of study monitoring activities (blinded and/or unblinded) to ensure data quality and patient safety in accordance with ICH GCP guidelines, local regulations, and applicable SOPs. The Clinical Monitoring Oversight Manager will work with Study Management Teams (SMT) to support Study Planning and Execution with drafting, implementing, and review of monitoring related study plans, identifying monitoring performance issues, managing site quality matters, assessing data quality metrics, documenting potential risks, escalating appropriate risks and issues, and communicating necessary action plans with cross functional Study Management Team. For blinded studies, the CMOM may act as the lead unblinded Clinical Operations contact, supporting unblinded study processes and associated oversight of monitoring expectations, including but not limited to the investigational product (IP) handling and accountability, management of the IXRS/IRT system, management of protocol deviations and unblinded safety reports, and documentation associated with these activities. The Clinical Monitoring Oversight Manager will conduct oversight monitoring visits, monitor and/or study process assessments, and site investigations. This position can be in the Bay Area (in-house/hybrid) or can be remote. They will report to the Associate Director, Clinical Monitoring Operations. Responsibilities - Quality oversight of clinical monitoring activities by CROs and study vendors, as well as clinical trial conduct by Investigators and their clinical trial staff - Serve as an escalation point for clinical monitoring issues for Arcus or CRO SMT and provide guidance or coaching, when necessary - Lead the completion of quality oversight tasks, such as quality oversight visits, site visit report reviews, and the review and analysis of defined quality measures. - Work with Arcus SMT Leads, Clinical Trial Managers, or CRO/vendor teams in resolving and escalating (when necessary) quality issues identified during the conduct of oversight monitoring activities. - Maintain oversight of established monitoring metrics and communicate to cross functional Study Management Team in support of trial execution. - Conducting or participating in Oversight Monitoring visits and/or site engagement/performance visits (may be blinded or unblinded visits) - Drive proactive risk identification, mitigation, and issue management for monitoring-related and/or unblinded study components of the trial. - Participate and support in audits and inspections; may be assigned owner and or contributor of quality event(s)/CAPA/Process Improvements as a result of monitoring-related findings, audit(s) and/ or inspection(s) - Evaluate the quality and integrity of site practices, escalating quality and/or GCP issues with investigators and internal team as appropriate. - Conduct site engagement visits as needed. Qualifications - Bachelor’s degree, preferably in a scientific field - 5+ years of related industry experience or equivalent, 4+ years of monitoring experience, with 1+ year of oversight monitoring, preferably in oncology - Demonstrates core understanding of full life cycle of clinical trial activities - Excellent communication skills both verbal and written are required - Thorough understanding of ICH GCP guidelines - Excellent understanding of Risk-Based Monitoring and Quality Management Principles - Ability to establish priorities, sense of urgency and collaborate (interpersonal, relationship management) with the study team, cross functional team members and external partners/vendors and clinical trial sites - Excellent planning and organization skills - Self-motivated, assertive, and able to function independently and as part of a team - Strong interpersonal and negotiation skills as well as strong verbal and written communication (including presentation of materials to internal teams and external partners) - Proven problem solving and decision-making skills - Excellent IT Microsoft skills and experience using clinical trial management web-based systems (i.e. EDC, IRT, CTMS, eTMF, etc.) - Ability and willingness to travel up to 50% of the time (domestic and international), may vary depending on trial needs - Preference may be given to candidates with professional working proficiency in two or more languages. #LI-JS1 #LI-Remote V1.0 02/2024 3928 Point Eden Way I Hayward, CA 94545 – Arcus Biosciences is an equal opportunity employer


