Client Service Manager

Client Service Manager

Client Service Manager (CSM) will support field service operations for our private and Public Safety customers in the States through customer service and support activities. This customer-facing role will report to the Northeast Regional Service Manager.

The CSM will hold ranging responsibilities include but not limited to; oversight of installation, contract negotiation and warranty support, preventive maintenance, corrective maintenance, and oversight of infrastructure equipment.

Pay: $28.00 - $37.00

Essential Functions:

• Employ their basic understanding of project management, system engineering, and customer facing skills
• Deliver quality service level agreement (SLA) compliance and create key performance indicator (KPI) support statistics
• Attain financial objectives
• Manage subcontractors to ensure obligations and high standards of workmanship are met
• Manage existing two-way radio maintenance contracts in accordance with signed agreements
• Interface with the customers staff to resolve issues and propose problem solutions
• Work with our Authorized Service Centers and Network Solution Providers
• Develop quotes in response to Request for Information (RFI) or Requests for Proposal (RFP) as required
• Review and approve vendor invoices
• Oversee contract negotiation and approve customer invoicing
• On-call in a managerial role to provide support and problem escalation role between vendors, field technicians, customers and our factory/engineering organizations

Qualifications:

• Bachelor's Degree and 2 years prior experience, 2 year post-secondary/AA Degree and 6 years prior experience. In lieu of a degree, minimum of 6 years of prior related experience.

Preferred Additional

Skills:

• Experience in a field service delivery organization, PSAP, emergency management, or team lead.
• Experience managing Land Mobile Radio (LMR) radio communication technicians and daily operations, along with negotiating maintenance contracts and renewals.
• Proven leadership in land mobile radio systems, mobile data, microwave networks, TCP/IP-based networks, fiber optic networks, VoIP, VPN, or 911 systems.
• Knowledge of telecommunication systems including T1, Microwave, and IP Networks
• Must be able to multi-task and effectively prioritize activities & assignments
• Must be customer centric and inherently understand customer service and customer satisfaction
• Good communication skills both verbal and written
• Computer skills must include being proficient with the Microsoft Office suite of programs
• Must have a valid drivers license.
• Experience with support infrastructure related to communications systems including but not limited to:
  Tower Construction, Antenna Systems Installation and Testing, Shelter Construction and Installation (HVAC, Electrical, UPS and DC Power Systems), Generators, Transfer Switches and Fuel systems, Alarm sensors and interfacing to the communications system for SCADA remote monitoring. Grounding systems installation, testing and configurations, Lightning Protection systems

Founded with a mission to shake up the industry and be a global leader, Sweve Tech Ltd specializes in electrical and electronics engineering, Civil Engineering, Building and Maintenance serving clients across continents. Whether its installations, troubleshooting, or technical maintenance, we've got it covered. With a team of seasoned experts and operations across four continents, we are not just here to solve problems we are here to future-proof businesses and our customer base.

Lets just say, when it comes to innovative solutions, Sweve Tech is always a step ahead.