Jobs in Sunderland, Canada

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The Manager, Remote Hands leads the on-site Customer Services Technician team, ensuring consistent and high-quality Remote Hands support. This role is responsible for daily service operations, team leadership, customer experience, and compliance. The role also contributes to the continuous development and standardisation of customer service processes across the campus.

What you’ll do

Team Management and Leadership:

• Lead, develop, and coach the Customer Services team on-site.
• Manage daily operations, prioritising service requests and allocating resources effectively.
• Collaborate with HR on recruitment, training, and performance management.
• Drive continuous improvement and maintain high service standards across all shifts.

Process Management and Compliance:

• Oversee service fulfilment, material usage, and internal/external reporting.
• Ensure compliance with legal, safety, and quality standards.
• Maintain up-to-date work instructions and operational procedures.
• Report on key KPIs and assist with customer audits.

Cross-functional Collaboration

• Work closely with Engineering, Security, Property, Implementation, and Customer Success teams.
• Align operational execution with OLAs and SLAs.
• Support customer onboarding by understanding technical requirements and coordinating delivery.
• Participate in the 24x7 escalation rota as part of the 3rd-line support structure.
• Ensure the availability of tools, consumables, and other essentials for smooth operations.
• Act as a role model, fostering a culture of accountability, performance, and alignment with company values.

What you’ll need

• Master or Bachelor education preferably in a technical field or business administration.
• Proven experience in a managerial position in a service company, preferably a utility, datacenter, IT or telecommunications company; alternatively, in the process industry or in manufacturing-like high availability environments.
• Experience within the data center collocation industry is a plus.
• Advanced administrative skills in Microsoft Office. ITIL, and/or Service Now experience is preferred.
• Experience in customer relationship management is preferred.
• Knowledge of electrical, mechanical or telecoms engineering is a plus.
• Proficient knowledge and understanding of relevant techniques around typical customer infrastructure, in relation to the scope of services of Customer Operations and Services (. coaxial, copper and fibre cable infrastructures, Remote Hands, Network service portfolio).
• Advanced understanding of emergency situations and escalation processes.
• Strong interpersonal and expert communication skills
• Advanced analytical and technical skills, detail oriented.
• Advanced leadership skills: people focus; clear on accountability and goals; motivating and challenging; providing clear feedback; rewarding contribution/performance and building a positive culture in line with the organizational values.