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Job Description
Job Purpose
The purpose of this position is to provide the highest levels of consultative expertise to CBTS customers by generating new billable engagements. This position is also responsible for managing the team's performance and development while coordinating the daily scheduling of projects and customer issue resolution.
Essential Functions
30% - Business development activities including meeting with customers and developing Professional Services SOWs, outlining project activities, pricing, and deliverables for presentation to customers; recruit all team needs for projects that exceed current staffing capacity
30% - Manage team resources to maintain a billable average of 70%; act as a mentor to other project engineers to assist in the elevation of internal standards
15% - Manage customer billing and issue resolution
15% - Develop internal documentation as required
10% - Maintain vendor relations and team resource development
Experience
6 to 7 years of experience
Experience managing IT resources and projects; customer Interface experience, including direct interaction with the customer at the management and technical level
Experience in developing best business practices and customer processes
Education
Four years of College resulting in a Bachelor's Degree or equivalent
Certification in applicable technologies (preferred)
Certification in process technologies such as PMP, six sigma, ITIL (preferred)
Six Sigma training (preferred)
Special Knowledge, Skills, Abilities
Financial Management - Ability to manage and report on the financial results of subordinates to revenue, expense, and gross profit metrics
Customer Focus - Demonstrated knowledge of a wide array of systems and networking solutions, with the ability to develop solutions to customer issues, and sell the customer on the value-add of CBTS
Employee Focus - Demonstrated skill in employee management, career tracking, employee development, and employee satisfaction
Leadership: Being able to motivate and guide a team to achieve service objectives
Conflict resolution: Being able to resolve conflicts effectively, while remaining calm and professional
Customer-centric attitude: Putting the customer first
Patience: Being able to handle customer complaints and difficult situations
Sound judgment and ability to work as part of a team in a fast-paced environment
Technical proficiency: Being able to use technology to streamline operations and generate insights from data
Work Environment
Supervisory Responsibilities
Will manage a team of 5-10 resources of all different statures