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Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.
WWTS currently has an opening for a Branch Manager responsible for the leadership and direction of technicians. The Branch Manager is responsible for ensuring all pre-established goals and objectives of the technicians are met on a consistent basis.
Responsibilities: Lead and direct operations technicians to comply with contractual service agreements
•Coordinate activities of technicians responsible for the installation, service and repair of software and hardware equipment
•Makes recommendations regarding appropriate staffing levels to Area Manager and plays an active role in the hiring process
•Responsible for performance of assigned technicians including performance management, training and development and compliance with all established processes and policies
•Contributes knowledge and understanding of client service levels to prioritize and assign daily service calls and projects
•Manages work procedures to meet schedules and client service requirements
•Responsible for ensuring service call escalations are addressed to fruition within established guidelines
•Manage and apply established cost containment measures and processes including but not limited to utilization of technicians, overtime goals, logistics and parts returns
•Proactively identify and make recommendations for operational improvement
•Communicate goals and objectives of the organization to technicians
•Attends client conference calls as needed •Performs all administrative functions, including approval of time cards, expenses, reporting requirements and staffing availability
Education and Experience:
•Typically requires a Bachelor’s degree or equivalent and 3-6 years relevant experience
•Preference will be given to candidates with supervisory experience Certifications and/or Qualifications:
•Knowledge of relevant software and hardware
•Maintain all required OEM Certifications as directed by Management Skills:
•Strong written and oral communication skills
•Excellent customer service and interpersonal skills •Strong organizational skills
•Ability to balance multiple needs and concerns
•Ability to delegate tasks efficiently
•Ability to oversee the planning, organization, development and implementation of projects and services
•After hours stand-by required for some clients
•Ability to maintain professionalism when interacting with internal and external clients
•Understanding of basic management techniques •Additional requirements may exist if offer of employment is extended
•Ability to travel as required
All your information will be kept confidential according to EEO guidelines.
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