Description

• Delivers service excellence daily in keeping with Amaranth Business Solutions Limited’s Philosophy.
• Develops strategies to meet and exceed monthly and quarterly targets and continually grow leads and opportunities pipeline
• Actively participates in the Department’s annual budget and ensures that approved budgeted expenses are actioned as per agreed schedule
• Manages the parts and resource inventory to meet the service delivery SLA’s as prescribed by customer contracts and market conditions.
• Works closely with the Service Delivery Coordinators on contract renewals and makes recommendations based on evaluation of equipment and customer short- and long-term objectives
• Recommends services to new and existing customers to grow revenue targets.
• Actively keeps abreast of evolving technologies to expand service offerings, increase revenue and develop team capabilities
• Develops strong relationships with Territory’s Key Accounts through monthly face-to-face or remote meetings to ensure a high level of customer service and satisfaction.
• Manages the organisation’s customer feedback database and works with Account Representatives and Technical Team on resolving and minimizing customer escalations
• Develops and implements sound operations strategies with the Service Operations Support and Technical Teams for customer support, service delivery improvement in alignment with the Company’s Vision.
• Establishes performance goals for direct reports and Technical Team in alignment with the Company’s strategy and manages performance targets
• Monitors and reports on the team’s career progression in collaboration with the Manager – Service Operations through measurement of training and performance against a defined competency index.
• Works closely with Sales to provide recommendations and support for new opportunities
• Develops knowledge and soft-skills through company-sponsored self-study training programs, which are necessary to effectively manage the Technical Team and maintain knowledge of current Solutions & Services provided by the Company.
• Any other related duties which may be assigned.

• Oversees bi-annual and periodic stock counts.
• Conducts daily weekly and monthly territory team meetings (or when required) as well as participates in other regular Team, Department, Company (e.g. Townhalls) or Committee meetings as required.
• Works with the HSSE team to ensure compliance with HSSE standards and practices and applicable legislation and ensures all HSE KPI’s of the department are met
• Ensures compliance with Group’s Business Continuity Programme (BCP) and adheres to Company policies and practices.

• Supervisor- Field Operations
• Service Operations Coordinator

• A minimum of an Associate’s Degree in Management, IT or any other related technical discipline
• Experience in managing a technical team with a proven track record of success in business growth in services
• At least five (8) years’ experience in a technical service environment
• Experience and good working knowledge in service processes and procedures
• Strong presentation with excellent interpersonal and communication (written and verbal) skills
• Proven negotiation and dispute resolution skills
• Ability to coach, mentor and delegate
• Practical demonstration of technical aptitude
• Customer focused and operates in the spirit of service
• Strong analytical and problem solving skills
• Excellent communication (verbal and written), interpersonal and presentation skills
• Strong planning, organising and time management skills
• Ability and willingness to learn and apply new technologies quickly
• Ability to work independently, with minimal supervision and exercise commensurate levels of initiative and judgement
• Computer literate & proficient in Microsoft Office suite
• Ability to meet deadlines; to excel under pressure, acts decisively and with a sense of urgency
• Shows initiative and innovation
• Possession of a reliable working vehicle

• Budget responsibilities - as requested by Service Operations Manager

• All employees
• Vendors / Suppliers
• Internal and External Customers
• Internal and External Auditors
• Consultants

• Driving / Walking
• Sitting
• Bending
• Lifting
• Extensive use of computers / tablets / tools
• Use of MFPs
• Working in a secured space

• May work extended or unusual hours
• Driving to external meetings and other office locations when required
• Multi-tasking
• Local/foreign travel for training and work
• Travel between Trinidad & Tobago as required

• Focused on internal and external Customer Service
• Must have high moral and ethical standards and values
• Takes responsibility for assignments, pro-active and willing to go beyond the call of duty
• Persistent in the face of challenges
• Focused, self-motivated, results-oriented and displays enthusiasm for the job
• Must be able to command respect and commitment from customers, suppliers, colleagues and direct reports to achieve objectives
• Must be a team player to contribute meaningfully to achieve team objectives
• Shows initiative in providing feedback and follow-thorough on action items
• Conducts business activities with professionalism and integrity and avoids conflicts of interest
• Strives to ensure good corporate governance and good business ethics in the execution of job performance
• Subscribes to a culture of continuous learning and development
• Professional in outlook and behaviour
• Confidential