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Global Customer Support Manager
Job#: 178200
Job Type: Full Time
Location: Houston, Texas
Salary: Salary + Bonus
Benefits: Benefits
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Job Description

Summary

To provide direction and day-to-day management of the people and processes within the group.  Work with Team Leads to set direction and priorities for the group. Focus on the needs of our customers and ensure customer satisfaction. Candidate must be flexible and excited about working in a fast paced company; have proven communication and organizational skills; and be willing and able to focus on both internal and external customer service to meet business needs.

 Essential Duties and Responsibilities

Includes the following Customer Responsibilities:

  • Manage to agreed to Service Levels.
  • Focus on improving customer satisfaction.
  • Customer management at both senior and middle management levels.
  • Follow-up on Case Surveys and Net Promoter Surveys
  • Assist with remediation of customer cases as escalated by Team Leads.

 Operational and Business Unit Responsibilities:

  • Define at a high level what projects or activities the group will undertake and set priorities.
  • Participate in Product meeting and provide input to Development on maintenance and Enhancement priorities.
  • Manage case performance
  • Identify, refine and implement existing and new processes for the group.
  • Manage and approve time and expenses for the group.
  • Develop and monitor department budgets.
  • Ensure financial feasibility and success of the business unit.
  • Produce and maintain reports detailing metrics for the department.

 Staff Responsibilities:

  • Manage the Team Leads/Staff within the group.
  • Manage staffing requirements for the group, obtain approvals for additional resources required and participate in the recruitment process.
  • Monitor Team Lead performance, complete performance assessments.
  • Work with Team Leads on completion of staff performance assessments.
  • Identify Team Lead training and career development requirements.
Skills/Requirements

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience

  • Bachelor's degree from college or university.
  • Oil and Gas Knowledge
  • Business Application Knowledge

 Computer Skills

  • General computer skills
  • TEL/TLS hands on product skills

 Certificates, Licenses, Registrations, Specialized Knowledge

  • Land Management knowledge


Other Qualifications

  • Some travel required to meet with Customers and GCS team meetings.

 

P2 Energy Solutions and its affiliated companies are an Affirmative Action and Equal Employment Opportunity employer

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