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Customer Operations Engineering Manager REMOTE

Posted about 1 month ago

Leverage your obvious talents and upskill your career in an awesome team environment!

MATRIX seeks a Customer Operations Engineering Manager to join our team in a #remote role!  This is a Contract-to-Perm opportunity with our client, an established leader in the Digital Cloud industry. 

You will be responsible for providing leadership to a team providing Tier 3 Network Operations Support.  The team is tasked with handling third level escalations from the repair team, assisting with maintenance events, and supporting complex customer installations. The Customer Operations Engineers are highly skilled technical employees with expertise on one or more advanced services products.

In this role, you will be responsible for managing the day-to-day functions of the team, including scheduling and on-call rotations, as well as ensuring that escalations are addressed in a timely manner and lessons learned are well documented and communicated to other teams.

Duties/Responsibilities:

  • Manage the team 3rd tier support for internal team and customers post install. ??
  • Provide feedback based on client experiences to product and professional services teams for product and process improvements.
  • May work directly with clients on-site or provide customer support remotely.?
  • Technical responsibilities include problem identification, hardware/software testing, client training and post implementations support for client and operations organization.?
  • Technical responsibilities will also include support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and repairing and debugging complex solutions post install.? This includes all network and premise based equipment.?
  • Responsible for resolution or escalation when all customer support operations has been exhausted on single client as well as global issues.?
  • Work can and will cross Business Units including reporting of design, reliability and maintenance problems or bugs to design engineering/software engineering/production engineering/voice engineering.
  • Financial responsibilities include overseeing projects that impact cost savings for the organization and the customer.
  • Maintain team schedule and have support available 24/7

Required Skills/Abilities:

  • Strong analytical thinking and problem-solving skills
  • Strong team building, mentoring, and coaching skills
  • Ability to work under pressure, and to make calculated decisions accordingly
  • Ability to manage multiple tasks/priorities and act quickly in a fast-paced environment
  • Scheduling flexibility is required

Education and Experience:

  • Bachelor’s degree in Computer Science or related technology discipline
  • 10+ years of professional experience, with 4+ years of professional experience in a senior technical or leadership role
If this sounds like you, please apply today to begin a conversation about this opportunity!

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.