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Senior Manager, Professional Services

Date Posted: 5/24/2021

Job #1584478
Ottowa, Ontario

Lucas Group has partnered with our client in on their search for a Senior Manager, Professional Services. 

Scope of Responsibilities:

  • Responsible for the continual development of standard operational procedures
  • Lead the development of project scope, pricing, and preparing proposal opportunities
  • Serve as a focal point regarding the impact of deploying new products and services on technical operations, including installation process, customer service integration, training, performance evaluation and budget
  • Develop go-to-market strategy for Professional Services; prioritize and "productize" services offerings into discrete packages that can be marketed to multiple accounts with specific needs or within specific verticals
  • Participate in business development activities including pre-sales meetings
  • Participate in Hardware and Software design and roadmap meetings
  • Partner with other departments including, but not limited to marketing, engineering, training, and customer service to insure successful product and services roll-out, integration and continued quality of service for customers
  • Manage customer-paid integration services, system/solution deployments, and customer training
  • Oversee complex system integration for systems delivered worldwide. Work with Product Development on the design of systems using both COTS and proprietary hardware, software, and network designs. Development and management of support options and processes
  • Direct assembly and management of demo equipment
  • Direct development of technical sales materials, demos and presentations
  • Develop processes, team, and infrastructure required to grow this business
  • Develop training materials and programs; manage customer interaction in the delivery of these training programs.
  • Oversee engineering team on the deployment of these systems in global environments
  • Design and oversee Phone/Field support
  • Develop support systems and materials including FAQ, Web Site, Technical Bulletins, etc.
  • Provide tracking and reporting statistics for RMA Program
  • Ensure that equipment is repaired or replaced, and returned to the customer in a timely manner.
  • Provide leadership, employee development, coaching, and mentorship to the professional services team
  • Drive overall architecture of service products for external and internal customers
  • Ensure, and create as needed, processes and practices to ensure reproducible service delivery and high quality, while keeping costs under control
  • Manage service delivery schedules and resources, ensuring consistent and profitable delivery

Skills Needed:

  • Strong decision-making ability and willingness to support changing department initiatives
  • Strong grasp of project costing
  • Strong customer-facing experience; demonstrated ability to work with sales to help close business is a plus
  • Strong demonstrated project scoping skills; experience working with is a plus
  • Must understand technical issues, but is also a "big picture" thinker who looks for ways to improve and grow the product support operations
  • Strong technical background in networking, telecommunications, contact center operations, or eCommerce
  • Demonstrated experience leading technical teams
  • Excellent skills in developing and managing systems integration, online system support, customer support
  • Master's degree in Business Administration, Computer Technology, Computer Science or related field, or relevant experience required
  • Experience with IT, networking, voice, and security systems design required
  • Experience with enterprise networking equipment such as routers, switches, and firewalls.
  • Experience with voice systems such as PBX, voice mail, VoIP
  • Experience with wireless transmission equipment and standards including Wi-Fi, LTE, and Satellite
  • Experience with network management software and project management software
  • Extensive experience in managing commercial/enterprise/military IT and communications services businesses, including extensive customer interfacing and customer project management

Educational & Work Requirements:

  • Degree: Technical degree preferred

Title: Senior Manager, Professional Services

Location: Portland, OR or fully remote

Client Industry: Aerospace/Defnse

Lucas Group ID:

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