Note: The job is a remote job and is open to candidates in USA. Mitel is a company that helps businesses connect and collaborate to improve customer experiences. The Operations Manager will oversee the installation and support processes for customers, ensuring financial and customer satisfaction goals are met while leading a team of technical and support personnel.
Responsibilities
- The Operations Manager provides leadership for the Field Service Operations group including Service, Installation, AMC, and System Implementation groups. This position meets / exceeds financial and customer satisfaction goals through the successful management of:
- Customer Satisfaction - Continuously delivers exemplary service to all internal and external customers; acts as the escalation point for customer, technical, and support related issues
- Forecasting - Through detailed department business plans, identifies and projects necessary resources including requirements for manpower, capital expenditures, and inventory (if required)
- Financial Management - Analyzes and audits financial documents, including revenue and margin reports, billing and invoicing, and accounts receivables, to ensure profitability
- Sales Support - Interfaces and provides support, pricing, configuration, labor and equipment requirements to the Sales and Systems Engineering departments
- Cost Controls - Identifies, selects, acts as liaison to, monitors the competitiveness of, and approves payment of subcontractors who provide installation or repair services for the direct sales office
- Personnel Management - Indirectly and directly acts upon personnel issues including hiring, disciplinary actions and terminations; performs fair and accurate annual reviews for all direct reports
Skills
- Exceptional organizational skills
- Strong written and verbal communications skills
- Ability to develop and lead project teams
- Advanced knowledge of telecommunications solutions to include VOIP telephony
- Excellent PC skills
- Positive attitude
- Strong desire to become a member of a very successful team
- College degree or four to eight years relevant experience and/or training required
- Project management background is an asset
- List any technical certifications
Benefits
- Affordable Medical, Dental, Vision, Life and Disability Insurance
- Matching 401(k) plan
- Paid time off (holiday, vacation and sick)
- Employee Assistance Program
- Reward and Recognition Programs
Company Overview
Powering more than 2 billion connections every day, Mitel helps businesses connect, collaborate and take care of customers. It was founded in 1973, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http://www.mitel.com.