Int'l - Strategic Business Service Manager

Overview

This position may sit in either Utrecht, Netherlands OR Dublin, Ireland.

Summary:
Manages day-to-day activities for specific service customers. This position will be responsible for being one of the points of contacts between large, identified client(s). Works with Area Services Managers on business development, budget planning and analyzing profits & loss statements.

• Oversees installation and service projects and work with the Service Manager at shops to arrange.
• Oversees the scheduling of customer installation projects working with the customer's team when needed.
• Oversees the scheduling of on-site service calls and requests for support from client(s).
• Responsible for keeping communications flowing between leadership, Service, Engineering, Project Management, Sales, clients, and all other employees that need-to-know status information.
• Oversees administrative functions performed at responding Service Center(s), including billing, accounts receivable, and time tickets for completed customer work.
• Coordinates with Shop Service Manager(s) for scheduling of support resources when needed, as well as coordinating with Project Management for project support and Sales/DAS Sales for Strategic Sales staff as needed.
• Coordinates with Area Service Manager(s) for scheduling of support resources as needed.
• Coordinates with Project Management for project support as needed.
• Responsible and communicative in addressing open tasks in a timely manner.
• Collaborates with sales staff to develop new or ongoing business.
• Accompanies sales staff, project managers and engineering on customer calls as needed.
• Assists in designing systems to meet customer needs or when preparing project bids.
• Collaborates with Engineering and Strategic Business to review and validate all designs done internally or Designed By Others (DBOs).
• Responsible for verifying/identifying customer, AHJ, and/or carrier test requirements.
• Reviews, validates Service Project Scope for domestic and international projects and provides Service Labor Cost estimates.
• Develops a vetting system to validate subcontractors and their support capabilities, including reviewing scopes, quotes and bid for pricing.
• Collaborates with Service Technicians, Service Managers, Engineers, Project Managers and Post‑Sale Technical Writer (PSTW) to develop technical documentation including Acceptance Test Plans (ATPs), Programming Guides, Commissioning Documents, Red‑Line/As‑Built’s and Closeout Documentation (CoP).
• Responsible for Client Specific QA Program;
  Development, Adoption and Adherence.
• Reviews and provides inputs on Pre‑Sale Project Proposals.
• Verifies Technical Qualifications of assigned Service Personnel and Subcontractors.
• Forecasts, plans, schedules and secures training and certification courses for assigned service technical resources.
• Creates Cell Data Test "UE Scripts"/"Scanner Templates" for Post‑Processing activities, including Post Processes Cell Data (Scanner and UE), and provides these to Engineering for review/validation.
• Reviews, analyzes and validates RoIP, ERCES/ERRCS and Cellular Coverage Test Data for compliance.
• Provides or secures reachback support for Service Technicians to resolve technical issues.
• Responsible for System Staging coordination, scheduling and QA checklist completion.
• Responsible for shipping, tracking and receipt of equipment at the project location.
• Performs QA Reviews of Project Closeout Deliverables and Artifacts from Service, Engineering, Subcontractors and Strategic Business.
• Coordinates Project CoP activities with Project Management Team and PSTW.
• Collaborates with all internal departments that work on a project to assist in developing technical documentation checklists from start to finish.
• Responsible for having a launch meeting with all parties to determine the timeline and responsibilities for tasks.
• Must be available for technician support, internal or external, to assist normally on a process.
• Works closely with the closeout team once a project is finalized with a closeout checklist, communicating back to the customer for satisfaction and notification of completion.
• Performs customer service work as required.
• Performs…