Sr. Manager, B2B Field Service Operations
Core
Oversees B2B escalations from customers and sales for service solutions, providing operations support to improve brand image and drive customer loyalty.
Role type
Senior Manager, B2B Field Service Operations
Builds
Service solutions for B2B clients (Hotels TV, CFA, RCLL, Inspire, LFD, HTV, Monitors)
Domain
Consumer Electronics / Enterprise Solutions / B2B Field Service
Deliverable
client delivery
Required skills
B2B service operations management, project management, inventory forecasting, team leadership, escalation management, customer relationship management
Preferred skills
Control Tower agent coordination, Voice of Customer (VOC) management, RSM support
Technologies
Control Tower, CFA, RCLL, Inspire, LFD, HTV, Monitors
Responsibilities
Manage proactive service projects for B2B Hotels TV; Manage service accounts and relationships for CFA, RCLL, and Inspire; Lead escalation teams for LFD/HTV/Monitors; Monitor and forecast operation inventory stock; Mentor Control Tower agents on escalations; Provide customer-facing support; Support and manage RSM and VOC initiatives
Seniority
Senior, hands-on management