Depot Manager (Strategic Accounts) - (BH10681)

C3i creates, manages, and enhances customer management and analytical solutions for life sciences organizations. Through an integrated suite of services, including business consulting, Siebel Pharma implementation, training, end-user help desk, hardware services, and outsourced managed services, C3i maximizes the benefits of investments in customer relationship management.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Job Summary
The Depot Manager is responsible for overall production depot workflow, quality assurance, meeting depot related service level agreements and managing overall production and operational activities.

Principal Responsibilities: (Essential Function)
The work breakdown percentages for the following high-level responsibilities are defined by different client contracts and may differ between accounts. Managers: You must review with your team member's the percentages that pertain to their particular job.

Team Management
oLeads team to provide overall depot support service to customers.
oResponsible for daily production rates and quality control.
oTrack and manage all service level agreements.

Depot Break-Fix
oPrimary point of contact for Depot related issues on a per account basis.
oManages physical repair process as it relates to in and out of warranty part replacement and all associated tasks as it relates to OEM and 3rd party vendors.
oWorks with the Helpdesk Manager and/or TAS to ensure all laptop issues are proactively addressed.
oWorks in conjunction and at times independently with client management to resolve client contact escalations and issues. Including but not limited to email, phone and or off site meetings.
oResponsible for the timely escalation and overall management of technical issues.
oManage depot processes including, but not limited to call-logging, order classification, escalations, hardware returns, packing and shipping protocols.
oWork with depot team to ensure proper version control and configuration management.

Other
oStay current on Original Manufacturer Equipment policies, changes and maintenance procedures for their equipment.
oContinually update technical information and best practices concerning proprietary applications to the C3i Reference Library and other knowledge distribution channels.
oPerform special projects as assigned by management.
oMonitor production methods and practices for trends toward improved quality practices.

Training, Reporting and Quality Assurance
oLiaise with Training Department to coordinate corporate training with WMS new hires.
oTrain new team members on C3i applications and also client/departmental SOP's.
oDocument changes and record new processes in SOP format when required by management.
oLiaise with Quality Assurance team to identify quality trends and with training team to develop training interventions.
oMonitor quality metrics at individual technician & team level and provide feedback to management and training teams.
oMonitor performance of team members.
oPrepare and deliver quality evaluation summary reports. Reports include, but are not limited to customer satisfaction surveys, depot technician performance reports, and training participation.

Job Requirements
Skills:
oExcellent oral and written communications skills.
oExcellent problem solving and troubleshooting skills.
oExperience in troubleshooting current Microsoft operating systems and Office applications.
oBasic network knowledge of networks and network systems.
oSupervisory skills-- Ability to delegate and monitor tasks to subordinates.
oTime management skills.
oDetail orientation.
oThorough knowledge of Horizon .
oExcellent organization, prioritization and multi-tasking skills.
oPeople management responsibilities to include but not limited to setting goals, growing staff, etc.

Education:
oBachelors Degree in Information Technology, related discipline, or equivalent professional experience preferred
oA+ Certification (within 6 months of employment)
oCertification with any OEM directed by management.
oMCP/MCSE.


Experience:
oMinimum 3+ years managing laptop repair / configuration process
oPrevious experience as a computer repair technician.
oExperience with sales force automation tools and software configurations.
oWorkflow and systems development experience
oComputer hardware repair or computer support experience
oHelp Desk/Call Center experience preferred.
oExperience with quality assurance/control methodologies
oA+ Certification

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