Primary Roles & Responsibilities

This role reports to and receives its daily job assignments from the Customer Operations Manager in his or her region. This role will also coordinate with other groups within Black Box such as project managers, Smart Hands, and not limited to engaging with BOA project managers and other BOA support team members.

Manage the day-to-day service operations of the installations, delivery and deployment of technical resources within area of responsibility.
Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.
Perform technician work activities and proactively identify and remove barriers to meeting customer expectations. Work with team to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution. Escalate i...