LCS Operations and Escalation Lead

Overview

SAVOYE NORTH AMERICA designs and integrates supply chain solutions. We provide innovative solutions to some of the most perplexing logistics processes through a full range of Advanced Software solutions and Advanced Technologies systems. As a leading logistics service provider, we are excited for our growth and commitment to customizing global logistics solutions.

We are searching for a LCS Operations and Escalation Lead to join our team of innovative and passionate individuals who are powered by their passion for service delivery.

A successful LCS Operations and Escalation Lead will strive for excellence in client satisfaction and enjoy troubleshooting. This role will support our clients across the business and is an integral part of our client-focused business model as clients are the foundation of our business. Build your career in an innovative, growing company by developing a working knowledge of SAVOYE systems and supporting our clients.

• Minimum 2 Years Project Management Experience preferably in the Material Handling Industry or Warehousing and Distribution
• PMP certification or work equivalent preferred.
• Excellent communication, leadership, and client development skills
• Experience in complex, multi-entity projects is preferred.
• Self-starter and able to handle multiple tasks and priorities.
• In depth knowledge and experience applying Agile, Waterfall or a hybrid approach to implementations to meet customer needs.
• Proficiency with computer software applications, Microsoft 365 application suite, including MS Project
• Experience working in an advanced ERP/MRP system

In this lead role, a successful candidate will have responsibility to support the operations of the LCS team, act as the escalation lead for LCS customers and deliver LCS projects as the central point of contact for our customers.

Internal Responsibilities for the LCS Team:

• Manage the existing LCS Support Contracts: keep track of the SLAs by customer and create weekly and monthly reporting against those SLAs to determine any gaps that require remediation.
• Understand the penalties for underperformance of SLAs and report any occurrences to the Leadership Team
• Analyze open support tickets across our customers for trends in why customers are contact us – identifying hardware, software or training gaps and reporting those to the appropriate departments

Escalation Lead Responsibilities:

• Engage on any P1 Critical issues with our customers: this requires joining bridge calls with the customer and staying engaged until the RCA (Root Cause Analysis) is complete. As the Escalation Lead, you will be the central point of contact both for our engineers engaged in the issues and for the customer. You will manage your appropriate SLA response times and will centralize the information from the team and to the customer.
• Escalate internally to appropriate management if our SLA’s are in danger of not being maintained
• Document the incident and all updates in the ticket system and write and send the formal findings to the customer.
• Maintain professionalism and act in a manner that de-escalates the call and help collect information that the team may need to technically troubleshoot the situation.
• When projects have been identified for LCS, you will act as the central point of contact and collect and document the requirements, the schedule and work with the assigned internal team for delivery. These projects may be hardware focused or include software changes to existing sites.
• Provide direction to internal project team including assignment of individual responsibilities and tasks.
• Manage projects within the triple constraints of scope, schedule, and budget
• Identify and manage project risk register with actionable mitigation strategies.
• Analyze project profitability, forecast appropriate monthly costs for revenue recognition and gross margin recognition, and ensure timely and accurate invoicing.
• Identify business development and sales opportunities as they relate to specific projects or customers you are working with.
• Contribute to…