DescriptionThe Job: The Fleet Manager is the primary operations interface between the Tier 3 and Tier 4 services team and the customer, serving as the primary escalation and contact point.
This role is responsible for maintaining service fidelity across the account and would work cross-functionally to meet and exceed the customer expectations of the defined service.
The Fleet Manager is responsible for all service-related customer communications including any incident management escalations, performing service performance reviews, as well as contributing to the preparation and delivery of service performance reporting.
Day-To-Day Responsibilities Acting as Incident Commander for tier 3 and 4 escalationsOwnership of all escalation lifespans which includes the intake, triaging, and resolution of issuesManagement of triaging escalations to tier 3 and tier 4 alongside tier 4 leads on a global setting following the sunCoordinating and managing dispatched field Services, providing real-time global support if needed by escalated supportLead customer communications during outages, impacted events or poor customer experiencesEnsuring RCA is performed for all incidents from escalationsCreating postmortems where there has been significant impactLead RMA processes invoked by technicians in any tierHold regular meetings with other leadership and stakeholders who own activations for feedback and improvementsHold daily stand-up meetings with each tier of our staff to review current projects, identify any roadblocks, and ensure work is prioritized effectively.Hold regular meetings with google vendor management to discuss strategy or potentially newly prioritized work towards the service.Understand and identify KPIs for successful management of customers service deliveryRecommend to Google liaisons on product replacements on deprecated or end of life hardwareIdentify, agree and own a progressive Continuous Service Improvement (CSI) program with customer accountsCollection of customer statistical data including SLA performance, management information, team performance and other business metrics for monthly customer reporting.Participating in weekly/monthly/quarterly Service Review Meetings with customer including preparation of review materialAnalyzes usage and quality data to provide recommendations on improvement initiatives and a consultative approach to Service Reviews.
Also works with internal AVI-SPL teams to address CSI opportunities for the betterment of Service DeliveryLeading documentation of processes created, adopted and maintainedReviewal, and approval of documentation published by techniciansYou Must Haves: 4+ years of project management experienceExperience as an Incident CommanderAble to read and write line diagrams in technical design documents.Ability to create detailed documentation.Flexibility to continuously teach and be taught new technologies and workflows.Desired Experience: Understanding of Linux operating based systems.Understanding of Windows operating systems.Understanding of Mac operating systems.Understanding of online video productions technologies.Understanding of web apps and web development.Understanding of IT network protocols.Understanding of Google Cloud platform, VMs running web services.Understanding of Databases.Familiarity with SQL.Understanding of message brokers, federation and configuration.Administration of the following device types:Understanding of fleet management software such as unified endpoint management (UEM).Familiarity with enterprise level network switches & routers.Must be flexible to work after hours and weekends when required.Nice To Haves: Undergraduate degree or 4 year related experience in Business Administration or CommunicationsICS 100 to 400Certified Business Continuity Professional (CBCP)PMP certificationWhy work for AVI-SPL (what's in it for you) As we have already mentioned, AVI-SPL are the global leaders when it comes to universal communications, and we make sure our work environment matches our status.
The business treats all their employees as individuals and makes sure we all have definitive goals and career paths to help us maximize their ability.
Along with this we also offer:
Enjoyable and dynamic company cultureHealth & WellbeingPrivate HealthcareAccess to Employee Assistance and Wellbeing SupportMental Health Support through the aboveWork & Home Life BalanceIncreased holiday with serviceFlexible working policyLearning & DevelopmentAccess to numerous online learning resourcesAVIXA membership for industry learningEmployee DiscountsAccess to online retail discount platformDiscounted products through our recognised partnersOtherCycle to work scheme.Season ticket loansGenerous Referral schemeSo, if you are feeling undervalued, stuck in a rut, or just looking at furthering your career, apply today.
Our commitment to diversity is simple: we provide connection, opportunity, and a voice to everyone, from every background.
WE Thrive Together: WE appreciate the visible and invisible qualities that make you who you are.
Our diversity makes us better humans and better employees and makes AVI-SPL a better business.
AVI-SPL is an Equal Opportunities Employer.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age or disability status.
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