Director of Managed Services

Olea Kiosks is a well-established and growing kiosk manufacturer, located in Cerritos, California. With a 40+ year history as an industry leader, we are focused on fostering and building strong relationships with our customers, vendors, and most importantly, our employees. We value each and every one of our talented team members, and hope to inspire them to be their best selves, both at work and personally. We believe in teaching and developing our employees, and preparing the next generation of company leaders.

We are currently looking for a Director of Managed Services to work alongside our senior management team to build the foundation of a Managed Services department. Our end goal is to have a team capable of developing and implementing processes and procedures to provide world-class technical support to our customers and to generate increased revenue through an effective and well-rounded warranty program.

The essential duties of the position include:

• Developing and implementing service policies, standards, and procedures to align with the company's goals.
• Monitoring and evaluating the effectiveness, quality, and overall customer satisfaction with our technical support program.
• Establishing, nurturing, and maintaining relationships with customers, partners, and vendors.
• Analyzing and reporting on service metrics with defines SLAs and SLOs, driving service innovation, and ensuring compliance with relevant laws and regulations.
• Analyzing custom feedback, performing root cause analysis, and developing corrective action plans.
• Working closely with the Sales, Marketing, and Product Development teams to ensure our customers' needs are understood and met.
• Collaborating with the IT team to resolve service issues promptly and effectively.
• Planning and managing departmental budgets; hiring, training, coaching, and motivating subordinate staff.
• Other duties as assigned

This is a full-time, on-site position at our Cerritos, California, headquarters. This position is classified as exempt, with a salary of $120,000 per year.

Requirements

The ideal candidate for this role will bring innovative ideas and know-how to the table, with the ability to lead and motivate a team of Service and Technical professionals. To be considered for the position, candidates must possess the following knowledge, skills, and abilities:

• A combination of technical, managerial, and interpersonal skills.
• Education and experience in service operations.
• Knowledge of the self-service kiosk industry, market, and customer needs.
• Proficiency in service management tools, systems, and methodologies.
• Strong problem solving, decision making, and analytical skills
• Able to lead, inspire, and and communicate effectively with diverse teams and stakeholders.
• A customer-oriented mindset that is quality focused and results driven.
• A bachelor's or higher in business administration, engineering, computer science, or related field.
• Advanced to expert-level experience in SalesForce, Abas or other ERP system, and Microsoft Office applications.

The following certifications are highly desired, though not a requirment for consideration:

• Network
• Project
• PMP

Olea is committed to providing equal employment opportunities to all, and we do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or genetic information. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential duties of this position.

Benefits

When you join the Olea team, you will work alongside, and learn from, some of the best and brightest in the self-service kiosk industry. In training and development opportunities, you will receive paid holidays and vacation, have access to an on-site Notary Public during normal business hours, and you'll be eligible to join our group benefits, including:

• Medical (Kaiser HMO, Anthem HMO and PPO)
• Dental
• Vision
• Life
• Critical Illness
• Pet (insurance or discount wellness)
• Aflac Supplemental Plans (accident, cancer, hospitalization)
• 401k with generous matching contribution