Enterprise Service Delivery Manager

Company: Carestream Dental
Location: Atlanta
Posted on: January 16, 2022

Job Description:

The Enterprise Service Delivery Manager oversees several key functions within the Global Customer Service team that enables the delivery of high-quality service to Carestream Dental enterprise customers. This position is a customer facing role and is responsible for managing expectations at all levels, ensuring key relationships are maintained, both internally and externally including but not limited to, customers, dealers and third parties as required. The Service Deliver Manager should demonstrate a positive customer experience by working closely with other team members to provide outstanding service across other groups such as Sales, Operations, Product Line Management to ensure customer queries are resolved across departments within Carestream, any leads are generated and to ensure awareness of any product evolution are represented to PLM as neededPosition Responsibilities:

• Manage and own the service relationship with named Carestream Dental Customers, exceeding customer expectations at all times
• Manage customer projects, from initial order through to completion
• Own the incident, change request and escalation process
• Provide customer reporting on support service statistics, delivering high level presentation as and when required
• Attend customer meetings representing Carestream Dental, both virtually and onsite and at times outside standard shift
• Responsible for ensuring service schedules and agreements are defined in customer contracts and overarching frameworks as well as inputting into preparing statements of work for professional service engagements
• Work with contracts team to ensure prompt billing and debt collection as needed
• Assist customer to maintain a high level of user and technical knowledge on Carestream Dental products to ensure appropriate response to customer issues and requests and minimize escalations where appropriate thru training delivered to customer Level one call center
• Research and resolve highly complex customer issues escalated from customer Level 1 contact center in an accurate and timely manner as specified within company standards and guidelines
• Escalate issue following the escalation guidelines as needed from Level one customer contact center into R&D
• Responsible for data analysis of escalations to identify customer training and potential revenue earning opportunities
• Establish key performance indicators ensuring all customer Service Level Agreements are met and escalation paths are upheld.
• Key member of the product change control board to ensure categorization and prioritization of customer issues
• Lead internal review meetings, covering performance, service improvements and customer feedback\ Provide input for new products, features, product usability and supportability for the accounts responsible for
• Perform proactive calls to ensure satisfaction and ensure proper escalation is being followed
• Incident identification and logging
• Incident categorization, raising Request for Change (RFC, CR) to change management process when needed
• Perform RCA and contribute necessary data for trending defect rates and perform statistical analysis of data
• Perform on site activities when required
• Troubleshoot and test software issues to provide reproducibility and information that can be acted on for defect correction and Problem identification
• Submit detailed and accurate documentation in the appropriate internal systems of all work performed
• Manage high workload and balance multiple simultaneous customer priorities and objectives
• Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research
• Proactively report any potential risk in terms of data integrity, data security, legal impact or service interruption
• Follow proper procedures and protocol and adhere to appropriate external and internal regulatory compliance
• Conduct all business with integrity and professionalism and maintain ethical standards
• Support and promote a healthy, professional, and positive work environment
• Other duties as assigned to support the general purpose of the position's function
• Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups, R&D, PLM as needed.
• Demonstrates the ability to solve problems and to provide solutions
• Ability to make decisions independently through the exercise of good judgment and situational analysis
• Demonstrates ability to establish effective working relationships
• Excellent written and verbal communication skills in English as well as be able to demonstrate superior customer service and interpersonal relations skills on a daily basis (additional language a plus and may be a requirement based on geography)
• Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and effective working relationships with other service/support groups
• Advanced Technical skills on assigned Products based on requisition
• Advanced Technical skills on operating systems
• General knowledge of database theory and design, distributed computing architecture, storage technologies and networking
• Technical document writing
• Awareness of potential business impact and ability to make decisions independently
• Knowledge and skill in using Microsoft Word and Excel
• Experience with creating dashboards and reporting using MS Power BI
• Require demonstrated aptitude for logic and screen human harmony
• Understanding and working knowledge of managing Microsoft SQL Server, including query creation and database maintenanceEDUCATION (Required/Preferred)
  • Bachelor's degree or above in business area or a minimum of Three (3) years' experience in related field
  • Three (3) years' experience in a technical service-related field required
  • Three (3) years' experience in either the dental field or supporting very large customers desired
  • Understanding of cloud technologies, including Citrix, Azure is desirableTRAVEL
    • Possess a valid driver's license and hold a good driving record
    • Passport Required
    • Willingness to use personal car for service visits on occasion as needed
    • Ability to travel within geography on occasion as needed

Keywords: Carestream Dental, Atlanta , Enterprise Service Delivery Manager, Executive , Atlanta, Georgia