Location: Orange County, CA – LA
Sr Mgr- Service Delivery
Must be authorized to work in the US without Visa sponsorship or transfer.
The Sr Mgr- Service Delivery provides management, oversight, and leadership of the Biometrics Customer Service and Support Engineering team.
Oversees the customer relationship, implementation and service delivery of NEC biometrics products at a key customer site(s) to meet organizational goals, and cost objectives.
Provides customer facing activities and maintenance pricing for the Service and Suppport group. Has responsibility for the East Region including Orders, Revenue and Gross Margin. Works closely with senior management to define and execute strategic service & support roadmaps for the extensive biometrics product portfolio. Ensures that monthly and quarterly revenue and associated GP targets are met. Responsible for overall customer satisfaction for life of the system following acceptance. Acts as a customer technical advocate ensuring timely responses to customer requests, issues, and concerns as it relates to maintenance, project activities, and inside sales. Must own all issues and see through to resolution. Responsible for all Customer Support Center Infrastructure and Services including Support Teams and Support platforms. As part of Services and Support this position is also responsible for Data Center Infrastructure and Cloud Hosting Services. Works closely with the rest of senior management to define and execute strategic service & support roadmaps for the extensive product portfolio. Ensures that monthly and quarterly revenue and associated GP hosted system targets are met. Responsible for overall customer satisfaction for life of the system following acceptance.
This list is intended only as a guide and summary of the typical functions of the position. It is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties to which the employee may be assigned. An employee’s supervisor may ask the employee to perform additional duties or take on additional responsibilities without notice. This list is neither complete nor permanent and may be amended at any time in the Company’s sole discretion.
This person does not have to have technical skills, rather the ability to interact with and support customer, ensuring a strong relationship and serve as the main point of contact for the customer.
Knowledge of biometrics, live scans, facial recognition and/or AFIS is helpful.
Previous experience as an Account Manager with service delivery experience is beneficial.
The anticipated salary range for this position is $102,000 to $130,000; depending upon the selected candidate’s relevant experience, the exact salary for the role may fall outside of this range. This role will also be eligible to participate in the Company’s bonus/incentive program(s). NEC offers an extensive benefits program and the role will also include, a Health Insurance package with options that include multiple Medical and Dental coverage options, Pharmacy Insurance, Vision Insurance, Life and Accidental Death and Dismemberment Insurance, Salary Continuation and Voluntary Long-Term Disability Coverage, an Employee Assistance Program (EAP), Adoption Assistance Program, 401(k) with a 50% match up to 6% of employee contribution, 15 PTO days, 10 paid sick days, 11 paid public holidays, Continuing Education and Tuition Reimbursement, 2 paid Community Service Days, a Travel Assistance Program and Pre-Paid Legal plans.
ABOUT NEC CORPORATION OF AMERICA
Headquartered in Irving, Texas, NEC Corporation of America (NEC) is a leading technology integrator providing solutions that improve the way people work and communicate. NEC creates the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.
With a global team of 100,000, and 64,000+ technology patents, we deliver one of the industry’s strongest and most innovative portfolios of communications, analytics, security, biometrics, and technology solutions that unleash customers’ productivity potential. Through these solutions, NEC combines its best-in-class solutions and technology to solve today’s most complex business problems. NEC Corporation of America is a wholly owned subsidiary of NEC Corporation, a global technology leader with a presence in 140 countries and $27 billion in revenues. Backed by 123 years of innovation and experience, NEC knows what it takes to change and stay ahead of technology’s continuous evolution. It is our capability to leverage decades of award-winning technologies and research that has enabled NEC to remain an Information and Communications Technology (ICT) leader and through problem resolution, bring new value to people, organizations, and society.
NEC Corporation of America and its subsidiaries is committed to the maximum utilization of all human resources and the goal of Equal Employment Opportunity/Affirmative Action. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, marital status, disability, genetic characteristics, height, weight, arrest record pertaining to misdemeanors or status as a Vietnam era or special disabled veteran, or any other class protected by applicable federal, state, or local laws.
EOE-Minorities/Females/Protected Veterans/Individuals with Disabilities.