We are currently seeking a
Regional Service Manager
that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting a key client for our program in
Mililani, HI .
Specific responsibilities include but are not limited to
:
Communicate with all parties in a constructive manner to guarantee customer expectations are met.
Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
Perform customer follow-up to verify final resolution and determine satisfaction level.
Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
Drive problem investigations and resolution as required.
Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
Provide training to introduce technology to employees.
Works a flexible schedule, including evenings or weekends as needed.
Required Skills and Qualifications
Documented experience with inspecting, maintenance, troubleshooting and configuring hardware/software (SmartBoards, AV, Multi-Function Devices, Analog and Digital Phone Systems, Internet Circuits, and other various systems)
A minimum of 6 years of professional ITSM or management experience – preferred
Must have experience in maintaining the internal and external cabling for security camera systems
Must be able to professionally interface with external service providers when repairs/maintenance is required by their technicians
Knowledge of Building Industry Consulting Services International (BICSI) standards for cable management
Strong foundation of fundamental network concepts and proven ability to troubleshoot both wireless and wired network connections
Demonstrated ability to prioritize tasks, including independently completing service requests and other responsibilities with minimal supervision
Strong technical communication abilities including those that involve external entities, such as specialized technical support, and providing simplified communication to employees
Excellent interpersonal, communication, and organizational skills
Self-motivated, demonstrates the ability to learn new skills, and excels under pressure
Soft Skills
Experience in working in an education-related organization - desired
Excellent verbal and written communication skills
Able to function effectively in a high paced environment
Able to understand the perspective of the client in all service interactions
Ability to lift at least 20 lbs to perform common tasks related to the position
Ability to crawl under desks and equipment and utilize ladders to install, repair, configure, or maintain equipment as needed
Ability to use common hand and power tools to install, repair, configure, or maintain equipment as needed
Education / Certifications
Bachelor's degree preferred or equivalent experience with advanced certifications
Building Industry Consulting Services (BICSI) certification - desired
Two or more certifications from vendors such as CompTIA, ITIL, or Microsoft - preferred
Work Authorization
Must be a US Citizen
Background & Drug Screening Conditions
Must pass a background investigation and a 10-panel drug test
Additional Perks/Benefits
Paid Time Off & Holidays
401K with Company Matching
Tuition & Training Reimbursement
Birthday off with pay
Leadership Development Training
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