Overview

We are currently seeking a Regional Service Manager that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting a key client for our program in Linthicum Heights, MD.

Responsibilities

• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Drive problem investigations and resolution as required.
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
• Provide training to introduce technology to employees
• Works a flexible schedule, including evenings or weekends as needed

Qualifications

• Documented experience with inspecting, maintenance, troubleshooting and configuring hardware/software (SmartBoards, AV, Multi-Function Devices, Analog and Digital Phone Systems, Internet Circuits, and other various systems)
• A minimum of 6 years of professional ITSM or management experience - preferred
• Must be able to professionally interface with external service providers when repairs/maintenance is required by their technicians
• Knowledge of Building Industry Consulting Services International (BICSI) standards for cable management.
• Strong foundation of fundamental network concepts and proven ability to troubleshoot both wireless and wired network connections.
• Demonstrated ability to prioritize tasks, including independently completing service requests and other responsibilities with minimal supervision
• Strong technical communication abilities including those that involve external entities, such as specialized technical support, and providing simplified communication to employees
• Excellent interpersonal, communication, and organizational skills
• Self-motivated, demonstrates the ability to learn new skills, and excels under pressure

Soft Skills

• Experience in working in an education-related organization desired
• Excellent verbal and written communication skills
• Able to function effectively in a high paced environment
• Able to understand the perspective of the client in all service interactions
• Ability to lift at least 20 lbs to perform common tasks related to the position
• Ability to crawl under desks and equipment and utilize ladders to install, repair, configure, or maintain equipment as needed.
• Ability to use common hand and power tools to install, repair, configure, or maintain equipment as needed.

Education / Certifications

• Must have at least a high school diploma or GED
• Bachelor's Degree - preferred
• Two or more certifications from vendors such as CompTIA, ITIL, or Microsoft - preferred

Work Authorization

• Must be a US Citizen

Background & Drug Screening Conditions

• Must pass a background investigation and a 10-panel drug test

Additional Perks/Benefits

• Paid Time Off & Holidays
• 401K with Company Matching
• Tuition & Training Reimbursement
• Birthday off with pay
• Leadership Development Training

Company Overview

Vision Technologies, a national and global systems integrator, provides IT services and solutions for commercial and federal clients. Our seasoned staff has keen insight into trends and emerging technologies that are changing the way we work, communicate, and protect our society. We offer design, installation, support and project management for Distributed Antenna Systems, Passive Optical Networking, voice/data, wireless systems, security, audiovisual, and video teleconferencing delivering powerful IP-centric, integrated solutions that get results.

Vision Technologies is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual's race, color, religion, age, gender, sexual orientation, veteran status, national origin, or disability.