Service Excellence Manager
Current- Managing the training team for the Partner Support team, which delivers both new hire training across 4 teams(Partner Support, Engineering Support, Site Reliability Engineering and Solutions Engineering) as well as upskilling and remedial training for the Partner Support team.- Support Containment - identifying work that is being done outside of Support that they can take on to expand the scope of their responsibilities and identifying work that Support escalates or transfers to other teams that they may be able to keep in house- Assisting with incident management, including but not limited to identifying emerging widespread issues, engaging the correct individuals/teams to resolve them, managing both internal and external communication, organizing & running regular meetings to ensure action items are agreed upon and completed- Attending regular meetings with Partners to review ongoing cases, receive feedback on Support processes and Geotab communication and act as a direct point of contact outside of the Support process when necessary
