Flo Network is a leading provider of telecommunications services between the US and Mexico. We provide connectivity and managed services to Fortune 1000 companies, telecommunications, and cable companies over a fiber optic network that spans over 13,000 miles between both countries.We are looking for a **Service Manager **to join our team and help support our growth**!****The Location**:Based in Ciudad Juarez, Mexico.**The Role**:**The Responsibilities**:- Proactively manage the customer's service needs to ensure their satisfaction and expectations are met.- Analyze data, identify trends and recommend improvement needs for customers, third party vendors and the internal organization.- Monitor SLA compliance of the applicable services.- Prepare and deliver service assurance reports to the defined customers, including Root Cause Analysis reports, and Temporary/Permanent Corrective measures.- Actively participate in the execution of the Customer Satisfaction Surveys.- Conduct operational reviews with customers and operations.- Support the sales teams with post sales information needed for RFIs and RFPs.- Establish and maintain strong relationships with operational teams, subsidiaries and third party providers in order to speed the escalation of issues and problem resolution.**The Requirements**:- Bachelor's Degree or 3+ years of customer service, service management experience.- 3+ years of telecommunications/technology experience with a technical background.- Demonstrated ability and desire to learn new skills and follow processes.- Strong technical skills with understanding of network design, technologies and processes.- Critical thinking and analytical skills, and have the ability to work independently.- Prioritize tasks with an emphasis on accuracy, timeliness, and attention to detail.- Excellent problem solving skills.- Effective communication skills to influence/escalate for commitments with other groups.- ITIL Foundation certification preferred.- Ability to communicate effectively verbally and in writing.- Strong work ethic with a cooperative mindset.- Bilingual - English and Spanish.