Government Relations Manager
February 23, 2021Compensation Consultant
February 23, 2021
Website Fouriet
Accelerating the world's transition to continuous cold chains
The Role:
We are actively seeking a talented and experienced Project Manager for our Technical Support team, if you are ready to steer high-level projects to success, we are excited to have you on our team. In this role, you will primarily work with projects pertaining to the success of our Technical Support team and hence improving Fouriet customer experience. The Project Manager will be responsible for driving initiatives like call volume reduction, call quality improvement, request documentation improvement and other projects that will improve overall team metrics. The Project Manager will also be responsible for monitoring progress, identifying risks and keeping stakeholders informed within a predetermined cadence. The Project Manager role will be highly cross-functional and involve working with multiple internal teams such as Engineering, Design, Field Service, Customer Care, and Field Operations.
Responsibilities:
- Help put together business case for software / engineering teams to help prioritize tickets that are needed for team’s success
- Work with various stakeholders to understand our call volume and think about innovative ways to help reduce the volume and then drive those initiatives
- Work toward smart solutions like automation which can help reduce the numbers of tickets / calls coming to our teams
- Document improved process and maintain tools and applications created as part of automation effort
- Understand the gaps in documentation and work with the right team to improve the same and help reduce team workload
- Hold regular meetings with field operations and trainings to help drive call quality improvement
- Responsible for contributing to the project during its creation process; offering ideas on how to innovate on existing procedures as well as produce new ideas for resolving problems
- High level of ownership and willingness to escalate with urgency when projects are at risk due to delays or blockers
- Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
- Create dashboards and succinct emails for team metrics, fleet improvement, improvement roadmap and report out to upper management
Qualifications:
- Minimum 7 years of experience in project management
- Minimum 5 years of experience with process improvement
- Bachelor’s degree in business, engineering, analytics, computer science or other relevant field from an accredited university
- Advanced skills in MS SQL, Python and MS Excel
- Experience with data visualization tools
- Experience in MS Office with ability to learn new software/tools with minimal supervision
- Preferred candidates will have experience working within refrigeration and/or technology industries
- Experience managing or supporting technical support teams is a plus
- Highly organized and detail-oriented and experience managing cross-functional projects
- Excellent verbal and written communication skills
- Possess a high level of understanding in customer engagement and quality assurance
- Highly collaborative and able to build positive working relationships swiftly
- High level of ownership and willingness to escalate with urgency when projects are at risk due to delays or blockers
- Able to develop comprehensive project plans
- Experience managing projects with a virtual team (e.g. via MS Teams, Zoom, etc.)
To apply for this job email your details to jobs@fouriet.com
