Service Manager 3

Jeppesen: Transforming the way the world moves.

Summary:

Responsible for assisting 1 – 2 customers with the daily management and maintenance of the product, including support, provision of knowledge injections, problem solving, and upgrading to new releases. Ensures that Jeppesen provides service and support as stipulated in service level agreements. Acts as an internal customer on behalf of the clients, works closely with other departments to raise awareness of technical and operational issues regarded as important by the client.

Essential Duties:

• Analyzes and processes defects and provides interim solutions according to Service Level Agreements.
• Answers questions about the usage of functionalities in the system, including promaryety programming languages and other development tools.
• Provides and presents a business case to the customer highlighting the business benefits of the software to the client’s particular operations.
• Delivers software patches and new major releases. Assists customers with the deployment of these patches and releases.
• Ensures the rest of the Jeppesen organization acts upon customer ideas, thoughts, opinions and issues.
• Organizes and participates in the three stages of the installation quality process, preparation, on-site visit and report writing. Installation quality is a “system health check” looking at the physical condition, usage and maintenance of the product at a customer. The purpose is to maximize the business value of the product and thereby defend the business model.
• Discusses possible system enhancements with product management based on discussions with clients and knowledge of multiple client systems.
• Implements complex change requests.

Education/Experience:

Technical degree in a related field of study and typically 5 or more years’ related work experience or an equivalent combination of education and experience.

Knowledge and Skills:

• Completely understands and applies job practices, techniques, standards, principles, theories, and concepts. Possesses general knowledge of other related disciplines.
• Provides technical solutions to a wide range of difficult problems. Develops solutions that are imaginative, thorough, practicable, and consistent with organization objectives.
• Independently determines and develops approaches to solutions. Receives general direction for work that is reviewed upon completion for adequacy in meeting objectives.
• Contributes to the completion of specific programs and projects. Failure to obtain results, reaching erroneous decisions or making recommendations would typically result in serious program delays and considerable expenditure of resources.
• Interacts frequently with inter-organizational personnel and external customers. Represents the organization by providing solutions to difficult technical issues associated with specific projects.