Position: Systain Success Manager

Team: Services

Location: Southern California; New York Metropolitan Area; Remote

Position Overview:

As we continue to develop our Systain service offering, we are looking to add a Systain Success Manager to our team. This role is one of the most crucial roles in our service delivery model and is a key part of ensuring our customers receive the service they need. Your role would include actively supervising our helpdesk, partners, field engineers, and distributed supply chain to ensure that service is proceeding as anticipated and as our first line of escalation and resolution as required.

Job Requirements & Expectations:

• Active involvement and participation in service call ticket flow, including insuring customers’ needs are met, partners and field engineers are performing as required, and spare parts are being dispatched from the correct facility.
• Ability to proactively manage tickets and resolve issues as they arrive with minimal supervision
• Function as the first line of customer on the customer escalation path
• Participate in the Systain reporting process, for both internal metrics and customer facing reporting requirements
• Work closely with the Administrative and Supply Chain teams to ensure Systain contracts are implemented properly

Experience & Qualifications:

• Bachelor’s degree, preferred
• Fluency in the English language required.
• Spanish language proficiency, preferred
• Familiarity with MS Office suite of tools (Outlook, Word, Excel)
• Ability to work overtime and flexible shift scheduling