1 NOC Service Supervisor Job in Ashburn, VA

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NOC Service Supervisor

CPG Beyond

Ashburn, VA | Full Time

$81k-106k (estimate)

2 Months Ago

NOC Service Supervisor

CPG Beyond Ashburn, VA

$81k-106k (estimate)

Full Time 2 Months Ago

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CPG Beyond is Hiring a NOC Service Supervisor Near Ashburn, VA

TITLE: NOC SERVICE SUPERVISOR

LOCATION: Ashburn, VA

POSITION SUMMMARY: The National Operations Center (NOC) Supervisor is focused on providing an exceptional service experience to our internal and external customers by providing prompt scheduling and escalation support. This candidate must have a sense of urgency, exceptional customer service skills and be very organized. Individual must also understand the CPG processes for managing alerts, service calls, and be able to follow instructions and procedures. This candidate must work well independently and in a team environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Accept in bound service calls and dispatch technicians as needed
Virtually monitor customer systems to ensure all equipment is functioning properly
Complete scheduling and rescheduling as needed for all services ensuring that the system schedule is updated accurately daily
Maintain the preventative maintenance schedule for assigned customers ensuring that all services are completed as contracted.
Manage third party contractors, schedule and coordinate all services as needed.
Manage the day-to-day operations of the National Operations Center ensuring that all services are scheduled and executed as required.
Review and audit all reporting procedures ensuring that all processes are executed as outlined.
Manage the service coordination teams daily tasks ensuring that all processes are followed.
Oversee the entire portfolio of service contracts that are assigned to the service coordination team, ensuring that all preventative maintenance, projects, and repairs are scheduled as required for the customer.
Work with the service lines to ensure that all service schedules are executed in a timely manner.
Facilitate weekly scheduling meetings with the team, ensuring that all weekly meetings scheduled are executed efficiently.
Manage the submission of all reporting deliverables to our customers.
Work closely with the Director of Service Operations and provide weekly updates on all scheduling and customer reporting.
Provide clear and timely communication to our customers at all times.
Provide clear and timely communication to our internal team at all times.
Follow up on all outstanding service requests ensuring that all services are completed.
Email all service reports to customers, once all services have been completed.
Follow up with the contract management team to ensure that all technician follow up items listed on the service reports are proposed and submitted to the customer for approval.
Escalate all issues and concerns as identified to ensure timely response and resolution to our customers.
Scan, categorize and save all applicable documentation into their appropriate locations in the system for future reference.
Manage all services from end to end ensuring all areas of the service requests are completed.
Follow all internal operational processes as instructed.
Process requests with a sense of urgency to ensure they are met in a timely manner.

Additional Requirements:

Must be available to be placed on the rotating NOC after hours on call schedule
Willing to work some evening and weekend shifts as needed
Must possess exceptional time management and organizational skills
Must have the ability to multitask efficiently
Must have exceptional customer service skills
Must possess exceptional customer service skills
Must be detailed oriented
Must have exceptional communication skills
Must have problem solving skills
Must maintain a professional demeanor at all times

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience (Desired):

8 years scheduling/monitoring experience
Experience working with mission critical facilities

Computer Skills:

Proficient in Microsoft Office (Outlook, Excel, Word, etc)
Knowledge of NetSuite

Certificates and Licenses:

No certificates or licenses required

Supervisory Responsibilities:

This position will oversee a team of service coordination professionals.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; Standing and walking is required. The noise level in the work environment is usually moderate. The employee must occasionally lift and carry up to 10 pounds.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

CPG is an equal opportunity employer. We will consider all employment applicants without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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