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GHD Operations Manager

June 2, 2022


The Operations Manager position is responsible for the daily operations of the Global Helpdesk Team.
This includes hiring and managing personnel, providing training, ensuring procedures are being followed, analysing and reporting on team performance, and participating in half of the 24/7 support schedule (including evenings and weekends).

Short Facts

  • Newport News, VA
    Newport News, VA, USA
  • Management
    Management
  • Regular/ Permanent/ Full-time
    Regular/ Permanent/ Full-time

Make an impact


Review and guide GHD Malaysia’s operations weekly with GHD Malaysia’s management



Validate the quality of incident management completed by Software Engineers
Global Helpdesk processes and SLA’s are being met; tickets reviewed for completeness and accuracy


Track and meet metrics and Key Performance Indicators for Incident and Service Desk management
First call resolutions rates, Mean Time to Restore Service, escalation rates, KB completeness, etc.

Deliver daily summary of significant issues to Global Helpdesk Manager



Analyse incidents to identify potential Problems requiring Root Cause Analysis.



Investigate issues involving customer complaints and respond in a timely manner
Respond to customer complaints within twenty-four hours

Provide mentoring, training, and technical guidance for Global Helpdesk Software Engineers
Focus on training for new SynQ customers



Provide professional and leadership development for subordinate team leaders



Regularly review call recordings between customers and agents for quality and content



Managerial tasks as required to support the Global Helpdesk Manager



Identify skills gaps amongst team members and facilitate their continual development



Conduct or aid with ticket review calls


Bring to the team

BS. in Computer Science or other related technical discipline

Essential:
  • 5 years of experience in a helpdesk/call center
  • Experience working with clients and team members to drive issues to resolution
  • Strong knowledge of warehouse management processes
  • Knowledge of WMS, Oracle PL/SQL, SQL, UNIX, C+, .net, Forms and Reports
  • DBA Experience preferred
  • Ability to research, provide direction and/or resolution for technical problems.
  • Proven track record in a fast-paced, demanding environment, with the ability to be adaptable
  • Experience with Microsoft Office and SAP CRM
  • Experience troubleshooting complex problems
  • Excellent written and verbal English communication
  • Ability to multi-task effectively
  • Ability to work independently and on teams
  • Strong sense of ownership
  • Excellent attention to detail
  • Analytical, problem-solving and decision-making skills

Our promise

Swisslog provides you with the possibility to grow while working with us to deliver a game changing mission: to shape the future of intralogistics by introducing an era of robotic and data-driven automated solutions that create exceptional customer value. We are proud of our Swiss roots, while the opportunities we offer stretch across the globe. We don't expect perfection, but we do expect Collaboration, Commitment, Clarity, and Competence (our Core Values) from all our colleagues. In return, we offer you the chance to be part of the driving force behind solutions that are shaping the future, while we develop the leaders that will shape ours.

About Swisslog

Swisslog is shaping the #future of #intralogistics. As part of the KUKA Group, we are at the forefront of technology that is changing the world. Serving some of the biggest and most exciting brands across the globe, we're a team of 2,000 professionals and 50 nationalities, working together to transform intralogistics with smart minds and fresh perspectives. With our flexible, #robotic and #data-driven automated solutions, we are powering the supply chain and taking the industry forward. #JoinOurTeam and bring ideas to life!

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