Operations Manager

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience. Overview The Operations Manager directs and oversees the installation, service, and ongoing support processes of the direct customer base while meeting or exceeding established regional and corporate financial and customer satisfaction goals. The Operations Manager is responsible for accomplishing this by leading a group of highly proficient and motivated technical and support personnel. Responsibilities The Operations Manager provides leadership for the Field Service Operations group including Service, Installation, AMC, and System Implementation groups. This position meets or exceeds financial and customer satisfaction goals through the successful management of: Customer Satisfaction - Continuously delivers exemplary service to all internal and external customers; acts as the escalation point for customer, technical, and support related issues. Forecasting - Through detailed department business plans, identifies and projects necessary resources including requirements for manpower, capital expenditures, and inventory (if required). Financial Management - Analyzes and audits financial documents, including revenue and margin reports, billing and invoicing, and accounts receivables, to ensure profitability. Sales Support - Interfaces and provides support, pricing, configuration, labor and equipment requirements to the Sales and Systems Engineering departments. Cost Controls - Identifies, selects, acts as liaison to, monitors the competitiveness of, and approves payment of subcontractors who provide installation or repair services for the direct sales office. Personnel Management - Indirectly and directly acts upon personnel issues including hiring, disciplinary actions and terminations; performs fair and accurate annual reviews for all direct reports. Requirements The ideal candidate will possess exceptional organizational skills, strong written and verbal communication skills, an ability to develop and lead project teams and an advanced knowledge of telecommunications solutions to include VOIP telephony. Excellent PC skills, a positive attitude and a strong desire to become a member of a very successful team are also "must haves" for this position. College degree or four to eight years relevant experience and/or training required. Additional Skills: Project management background is an asset. List any technical certifications. Benefits Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status. At this time, we are not offering sponsorship for U.S. work authorization for any new job applicants. Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community. Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations. The Afformative Action Plan is available for viewing to any employee or applicant for employment upon request. #LI-DD1 #J-18808-Ljbffr