Flo Networks 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**!
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**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.