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Technical Service Data Analyst
Closing Date: December 1, 2012
| Company: | Computer Technology Solutions
Houston, TX |
| Job Location: |
Houston - Harris County
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| Employment Type: | Full Time |
| Department: | Texas |
Description: | PCS-CTS is a leading global provider of support and repair services for many of the world’s largest computer and electronic manufacturers. Our core business includes warranty computer notebook repair and parts fulfillment.
We are currently seeking outgoing individuals with strong communication and analytical skills to take on the role of Technical Service Manager.
The person in this role will be responsible for managing day-to-day activities within the service center operation. Develops, implements, and audits policies and procedures related to depot service repair. Establish standards of performance for the service center to achieve high performance standards. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
Job Duties Include:
1. Establishes and maintains program direction/changes and communicates with customer on daily basis.
2. Anticipates customer needs and identifies and suggests opportunities and new ideas/innovations to the customer.
3. Participates in planning meetings to support departmental and associate growth.
4. Coordinates and monitors daily workflow to ensure smooth operations, cost containment, and quality.
5. Administers policies and procedures to assure consistency and equitable treatment.
6. Maintains knowledge of system, telecommunications and operational capabilities.
7. Monitors daily service center performance metrics and provide reports to management. Strongly prefer knowledge of FileMaker, GSX, Escalation reporting and data compilation.
8. Leads process improvement projects and conducts root cause analysis on process gaps to improve service center business processes.
9. General knowledge of computers preferred.
10. Familiarity with Pareto Analysis Methodology.
11. Prior experience with problem solving, cost and root-cause analysis is a must.
12. Administrative and technical escalation experience preferred.
Essential Requirements
EDUCATION: Bachelor’s degree or equivalent management experience.
EXPERIENCE: 2-4 years of experience in a fast-paced, computer repair service environment.
COMPLEXITY:Responsibilities include; addressing complaints and resolving problems. Utilizes good judgment, exercises decision making skills, and demonstrates leadership qualities. Excellent oral and written communication skills. Manages customer expectations.
WORKING RELATIONSHIPS: Interfaces with both internal and external customers. Proactively partners with other departments to provide information and feedback, analyze reports for continuous improvement and resolve customer issues.
ADDITIONAL REQUIREMENTS: Flexible work schedule including nights, weekends, holidays, and on-call status. Some travel required. Assumes additional responsibilities as assigned.
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