What are the responsibilities and job description for the LCS Operations and Escalation Lead position at Savoye North America, Inc.?
SAVOYE NORTH AMERICA designs and integrates supply chain solutions. We provide innovative solutions to some of the most perplexing logistics processes through a full range of Advanced Software solutions and Advanced Technologies systems. As a leading logistics service provider, we are excited for our growth and commitment to customizing global logistics solutions.
We are searching for a LCS Operations and Escalation Lead to join our team of innovative and passionate individuals who are powered by their passion for service delivery.
Job Summary
A successful LCS Operations and Escalation Lead will strive for excellence in client satisfaction and enjoy troubleshooting. This role will support our clients across the business and is an integral part of our client-focused business model as clients are the foundation of our business. Build your career in an innovative, growing company by developing a working knowledge of SAVOYE systems and supporting our clients.
Qualification, Education, and Experience Requirements
- Minimum 2 Years Project Management Experience preferably in the Material Handling Industry or Warehousing and Distribution
- Bachelor’s degree preferred.
- PMP certification or work equivalent preferred.
- Excellent communication, leadership, and client development skills
- Experience in complex, multi-entity projects is preferred.
- Self-starter and able to handle multiple tasks and priorities.
- In depth knowledge and experience applying Agile, Waterfall or a hybrid approach to implementations to meet customer needs.
- Proficiency with computer software applications, Microsoft 365 application suite, including MS Project
- Experience working in an advanced ERP/MRP system
Essential Job Functions
In this lead role, a successful candidate will have responsibility to support the operations of the LCS team, act as the escalation lead for LCS customers and deliver LCS projects as the central point of contact for our customers.
Operations and Escalation Responsibilities:
Internal Responsibilities for the LCS Team:
- Manage the existing LCS Support Contracts: keep track of the SLAs by customer and create weekly and monthly reporting against those SLAs to determine any gaps that require remediation.
- Understand the penalties for underperformance of SLAs and report any occurrences to the Leadership Team
- Analyze open support tickets across our customers for trends in why customers are contact us – identifying hardware, software or training gaps and reporting those to the appropriate departments
Escalation Lead Responsibilities:
- Engage on any P1 Critical issues with our customers: this requires joining bridge calls with the customer and staying engaged until the RCA (Root Cause Analysis) is complete. As the Escalation Lead, you will be the central point of contact both for our engineers engaged in the issues and for the customer. You will manage you appropriate SLA response times and will centralize the information from the team and to the customer.
- Escalate internally to appropriate management if our SLA’s are in danger of not being maintained
- Document the incident and all updates in the ticket system and write and send the formal findings to the customer.
- Maintain professionalism and act in a manner that de-escalates the call and help collect information that the team may need to technically troubleshoot the situation.
Project Lead Responsibilities:
- When projects have been identified for LCS, you will act as the central point of contact and collect and document the requirements, the schedule and work with the assigned internal team for delivery. These projects may be hardware focused or include software changes to existing sites.
- Provide direction to internal project team including assignment of individual responsibilities and tasks.
- Manage projects within the triple constraints of scope, schedule, and budget
- Identify and manage project risk register with actionable mitigation strategies.
- Analyze project profitability, forecast appropriate monthly costs for revenue recognition and gross margin recognition, and ensure timely and accurate invoicing.
- Identify business development and sales opportunities as they relate to specific projects or customers you are working with.
- Contribute to estimating project and support contract costs and work with Sales Account owners on renewals of Support Contracts and input into SOW’s.
- Ensure acceptance of the project deliverables by the customer by demonstrating the acceptance criteria.
- Co-develop detailed project schedules inclusive of all in-scope engineering, installation, and integration activities as well as explicit and implicate out-of-scope milestones by others (i.e., customers, general contractors, or other suppliers) impacting project execution
- Work with the Savoye safety team to ensure site safety of all Company employees, suppliers, and sub-contractors.
Additional Responsibilities and Requirements
- Responsible for deep understanding of specific project and contract requirements and assist the Company with Process Improvements; to continuously improve activities and methodologies.
- Develop and maintain sub-contractor relationships to produce, issue and close out punch-lists.
- Liaise directly with the nominated lead engineers, installation manager, client, and suppliers.
- Work closely with the site installation team to ensure accurate, timely, and complete installation to the requirements of the project.
- Lead project acceptance process, including travel to site to lead the acceptance testing and obtaining final sign-off if necessary.
- Comply with Company Policy & Safety Manual
Working Conditions
- This position requires up to 30% travel to job sites to provide Project Management support. Most tasks, projects, and communication with customers, peers, and supervisors will be completed using a computer, video technology, and phone.
- This role may require physical exertion (lifting to 25 pounds), exposure to hazardous tools (PPE will be required and provided), long periods of sitting, standing, and typing may be required.
- Although this is a full-time, Exempt position (40 hours per week), extended hours and evenings may be required based on client needs. Support is a 24/7 department and any afterhours P1 escalations will require the participation of this role.
- This is primarily an in-office position. 4 days in office/ 1 day work from home Hybrid.
- Applicants must be legally authorized to work in the United States. The company is not able to provide sponsorship for employment visas.
- Located near Savoye NA office:
- Aurora, IL
- Grand Rapids, MI
- Philadelphia, PA
- Rochester, NY
Benefits
The position offers a comprehensive benefits package (see below)
- 401(k) with company match
- Annual Bonus Plan
- Heath, Dental, and Vision insurance offered by BCBS. Offer few H.S.A and PPO options, two dental options, and Vision benefit by EyeMed
- Voluntary: Short-Term Disability & other ancillary benefits (Critical Illness, Hospital and Accidental insurance)
- Employer paid-Life insurance and AD&D and Long-Term Disability. Employee assistance program (EAP)
- Paid time off (PTO) including sick time. Separate Bereavement Leave
- Generous Company Holidays
- Fun, Collaborative, and Flexible Corporate culture
- Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.
Equal Employment Opportunity Acknowledgement
SAVOYE NORTH AMERICA is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.