Regional Service Manager

 

 

OVERVIEW

A Service Manager responds to all customer requests ranging from training requests, to phone support requests, to onsite repair of voting equipment requests.  This individual is the customer’s first line of support. The position requires residency in the State of Michigan.  The Service Manager handles all Return Material Authorization (RMA) requests for internal and external customers for all Hart InterCivic Verity products within his/her region and provides on-site customer support and troubleshooting as needed. 

PRIMARY RESPONSIBILITIES:

  • Coordinate with the Hart Corporate office and Hart Michigan customers to provide contractually obligated support functions for Hart customers in the State of Michigan.
  • Provide immediate response to Michigan customers in coordination with the Hart Central Customer Support Center.
  • Manage spares pool of voting devices, workstations, and office supplies.
  • Full end-to-end support of RMAs, which includes but is not limited to analyzing, troubleshooting, triage, and routing to properly resolve all RMA’s.
  • Work closely with Hart customers, Hart Supply Chain, Professional Services and Hart Engineering. Gather data as needed to identify the root cause when issues arise.
  • Document, develop and maintain standard procedures/guidelines for the RMA processes in Michigan.
  • Generate and distribute weekly status reports itemizing quantities and types of failures seen, typical repair times, key root causes, and inventory issues or concerns.
  • Maintain and assess appropriate spare inventory levels within RMA area.
  • Recreate customer environment when troubleshooting the issues.  
  • Read and interpret documents such as user guides and training manuals and translate the information to the RMA process to facilitate efficient resolution of open RMAs.
  • Service customers on-site for any variety of technical support, troubleshooting, and equipment maintenance reasons.
  • Service customers on-site in support of training, documentation, installation, or other Hart Professional Services needs.
  • Track to and adhere to contractual service level agreements (SLAs) and Statements of Work (SOWs).
  • Deal with problems in a professional manner.
  • Effectively use standard electronic diagnostic instruments and tools.
  • Maintain a safe work environment.
  • Perform general Shipping/Receiving duties as needed.

ESSENTIAL RESPONSIBILITIES:

  • Communicates effectively with customers, suppliers, and employees.
  • Acquires a functional level of knowledge for all Hart InterCivic products and their modules.
  • Manages, communicates and organizes information and documentation for customer issues.
  • Applies advanced knowledge of computer software tools to problem-solving situations.
  • Knowledge of standard ticket tracking software is a must. 
  • Engages in professional growth experiences, including training in software applications relevant to the position.
  • Stays informed on support methodologies and applies appropriately as environments and products evolve.
  • Keeps up with revisions to any relevant materials (Agile ECOs and effectivity).
  • Works cooperatively with customers and Hart InterCivic field personnel to ensure the highest levels of customer satisfaction.
  • Complies with, and keeps up with changes in, Hart InterCivic policies, procedures and regulations.
  • Travels to/from customer locations, both in and outside of Michigan, and to Hart Corporate offices as necessary.
  • Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

May have to direct occasional temporary staffing help as demands do increase around election days throughout the year.

EDUCATION/EXPERIENCE:

Minimum 2 year technical degree or equivalent, working level of project management plus 2-4 years direct customer support in a technical environment.   A working knowledge of computer and internet operations is required.  Two years minimum equipment troubleshooting experience required.  Experience with an enterprise level ticketing application, county election management and/or county records management is preferred.  Warehouse experience a plus. 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Residency in the State of Michigan is a requirement of this job.

LANGUAGE SKILLS: Effective written and oral communication skills are required.  Must be able to generate standard checklist style procedures related to position.  Must be able to generate Excel reports (both graphs and data table).MATHEMATICAL SKILLS: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

REASONING ABILITY: The ability to “multi-task”, plan time effectively, problem solve, apply logic and reason to a situation.  The successful candidate must possess the ability to accurately assess a given situation and decide the logical course of action.

PHYSICAL DEMANDS: Will have to do normal lifting of Verity equipment as part of daily routine (Containers 50 lbs or less).  Will have to help ship and receive Verity equipment as part of the daily routine.  The ability to sit at a workstation for extended periods is required.

WORK ENVIRONMENT: Candidates will be deployed in both warehouse and office environments.  Frequent travel to visit customer sites, Hart corporate offices or suppliers will be required.

HOW TO APPLY

Email your resume and cover letter with salary requirements to jobs@hartic.com. Please put "Regional Service Manager" in the email subject field.

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