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Job Title: Prof Svcs Consulting Mgr Sr-I
Job Location: NY: New York
Pay Rate: Open
Job Length: full time
Start Date: 2008-09-12

Company Name: Harris Corporation
Contact: HR
Phone: email only please
Fax: email only please

Description: Prof Svcs Consulting Mgr Sr-I

Job ID: BCD08081030 Sr. Manager Professional Services Consulting - New York area - BCD08081030 Description: Job Title: Sr. Manager Professional Services Consulting Job Code: BCD08081030

Job Description: As Sr. Manager of the East Coast North American Field Engineering/Project Management team, it is the responsibility of this job to ensure the appropriate customer service infrastructure and strategies are developed and implemented. The main features of these strategies include: · Support defined product and service revenue targets · Support established customer satisfaction goals. · Support defined cost budgets. · Develop indirect authorized service providers (ASP) and contract service resources · Position requires a high degree of interfacing between customers, call center, design engineering, third-party vendors, service marketing and sales. Success of this position will be measured based on overall improvements in staff productivity/utilization, ASP program implementation, and revenue generation and customer satisfaction. To accomplish this mission the position must develop a number of new service approaches and development of resources. · Create new strategies and plans for supportingNorth Americacustomer base. Identify new policies that emphasize low cost and high customer support. · Work with Regional Director to develop overall customer service strategies for field support engineering ofNorth America · Ensure technical support staff can support “all” products. Have development plans and implement such plan for staff development. · Define an overall strategy and program ensuring technical competence of all field engineering and third party service providers. Work with Training to ensure appropriate classroom training is created and delivered. In addition, construct “experience” development programs for field staff. All FE’s should have ratings of 3 or better on all products. · Support installation of systems sold by HTS, Pre-Sales or Professional Services (PS) teams · Direct project managers supporting system installation inNorth America. o Ensure PM’s are certified in project management. o Ensure PM’s establish project scopes/expectations and can manage project deliverables. o Establish consistent project management policies and procedures. o Establish a PM project SharePoint and ensure all project information is kept current. o Provide information to an executive project review process. o Establish project measurements (cost, schedule, customer needs fulfilled, quality) · Manage the transition of systems from project management to Service. o Ensure call center structure can support the “system”. o Ensure all documentation and other key information is a central location for all to access. o Ensure FE is trained on system, especially when a service contract calls out for such service. · Establish on-site response goals and ensure they are met for: o Service contracts o Warranty support o Independent demand o Sales/Product Marketing support when approved through defined policies. · Establish and maintain relationships with strategic customer accounts. Provide up-to-date status on these accounts and/or any critical issues they may be experiencing. · Implement work standards for FE’s, encompassing: o Commissioning checklists and standards. o Training and development plans. o Efficiency rating of FE and ensure individual performance levels. · Ensure customer satisfaction measurements for Field Engineering are implemented and met. · Define potential product and/or customer application quality issues. Devise action plans to address these quality issues through field engineering, call center and/or cross-functional teams. · Work with Regional Director to establish Service Level Agreement (SLA) or Customer advocates to “hot” or strategic situations. o Provide project management and ensure resolution of situation. o Drive Engineering, Manufacturing, Service, System, Sales or any other group to complete assigned tasked required to resolve situation. o Provide project plan and status reports to customer/Sales, others. · Establish policies and processes for capacity planning and scheduling of resources. o Maximize our utilization and efficiency with a focus on value-add and revenue. o Create and measure individual performance PM/FE utilization/efficiency. · Support product and process quality improvement efforts. o Consistently review internal processes and define ways to improve time, cost and alignment to customer requirements. o Support out-of-box quality reporting and define key root-causes. Submit recommendations for improvement and participate and/or lead efforts to implement improvements. · Work with Regional Director, Sales and Director of Service Marketing/Sales to implement strategies that improve and expand the methods of delivering service increasing revenue opportunities. · Work with project managers and field personnel to streamline and develop new processes reducing cost and improving productivity. · Apply capacity planning model and forecast and plan overall field capacity based on future product/service sales, warranty, etc. · Establish dispatch process to ensure proper allocation of on-site service personnel driven by warranty, services sold, service contracts and independent demand. · Manage defined expense budget and project budgets as there assigned. Optimize the expense to ensure Service P/L performance. · Develop third party and/or authorized service providers (ASP). o Ensure contract for ASP exist including performance standards, etc. o Measure ASP against performance standards. o Devise processes for escalation and support of ASP’s. · Support and use new service management information systems.

Qualifications: · Bachelor’s degree required in technical or management field · 8-12 years of broadcast experience required · Balance customer and our business needs. · Proactive planning (capacity, situations, etc). · Communication skills – oral and written. · Product and system technology application and trouble-shooting. · Financial skills – Profit & Loss management

Preferred Additional Skills: · Ability to manage high profile customer situations. Be on top of the situations. · Strong organizational sklls - situations, projects, etc. · Business orientation to service.

By submitting your résumé for this position, you understand and agree that Harris Corporation may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

Requirements:

Expertise Administration Education Bachelors (or equivalent work experience) JobType Full Time Locale USA - NY - New York Preferred Language English

Please refer to Job code harris-142369 when responding to this ad.

For FASTEST PROCESSING of your resume, please visit http://www.jobcircle.com/classifieds/1678947.html?source=ng to apply online.

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