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Primary Roles & Responsibilities:· Primary point of contact for clients requiring MAC/Break-fix services on computer equipment or technology (including software) including installations, relocations, upgrades and deletions. Cases tracked by utilizing Black Box internal ticketing systems (Microsoft SL Dynamix/Solmon and Remedy ITSM ticketing systems).· Responsible for receiving and managing 1st level inquiries and escalations from initial request throughout the ticket life-cycle to resolution, including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/break-fix tickets· Plan, coordinate and escalate activities for MAC tickets to ensure that events are accomplished within the established time frame and budget parameters.· If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.· Coordinate & verify the assignment of labor and materials required, according to established guidelines.· Initiate, prepare and send required documentation.· Escalate, internal or external concerns, to Service/MAC Supervisor. · Work closely with sales, project management office, MAC engineering, dispatch, procurement and finance teams to provide MAC technical solutions that meet client business needs.· Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance, including performing research to improve service levels.· Utilize service delivery management and related technology systems and tools for efficient execution of MAC activities.· Analyze MAC ticket data to identify and implement lessons learned, efficiencies and enhanced client service.· Ability to meet multiple service level agreement requirements during the ticket life-cycle.· Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics. · Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that BBOX supports.· Meet all financial performance objectives for area of responsibility and take corrective action as needed.· Implement and make recommendations to improve methodologies, core competencies and processes for Service/MAC services to ensure stable and quality product & service delivery consistent with company objectives and client expectations. · Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs. · Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience. · Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute MAC engineering functions and company priorities.· Achieve performance targets established by leadership for applicable Key Performance Indicators. · Perform other duties as assigned by management.Knowledge, Skills, Abilities· Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success.· Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.· Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.· Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one’s own style or preference and its impact on others. Earns the respect of others.· Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization’s strategic plan.Education / Experience Requirements· Associates’ Degree in Business, Information Technology or related field, preferred, or 3 – 5 years equivalent, relevant experience.· Minimum of 3 years of project coordination or IT dispatch experience, or related technical experience including customer service, dispatching, incident/break-fix support in the telecommunications, audio, and/or network connectivity products and services field. · Service awareness of all organization’s key product and service offerings for which support is being provided.· Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions. Excellent communication and presentation skills and comfort interfacing with customers (internal and external). With demonstrated ability to consistently exceed client expectations.· Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation with demonstrated ability to manage multiple initiatives concurrently in a high volume SLA environment.· Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.· Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.· Ability to be flexible with tasks during major outages and to work overtime as needed.· Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.Supervisory ResponsibilityThis position has no direct reports.Black Box is a leading technology solutions provider. Our mission is to accelerate our customers’ business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.
