Customer Care Manager

POSITION PURPOSE

Safely & compliantly perform any task necessary to exceed customer expectations; including but not limited to being
responsible for Operations administration and for contribution to the formulation development implementation and
administration of Operations policies and business goals. Is accountable for customer care and fostering successful
relationships for assigned clients. Ensures the quality control and verification of companys operations. Assists in
developing policies procedures and training to ensure efficient and effective employees. Supervises and appraises the
activities of assigned employees to ensure that all services are professionally delivered.

ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Accountable for the development and implementation of effective Operations (but not limited to):
a. Responsible for assisting in long and short-term Operations planning
b. Executes established goals and ensures that corporate-wide plans are complemented and supported.
c. Implements Operations plans policies and goals that further strategic objectives.
d. Works one-on-one with clients and I-care employees to ensure that Operations services are delivered in
accordance with established company standards policies and procedures
e. Conducts periodic reviews of existing systems products and procedures. Provides recommendations
regarding improvements in service delivery processes and equipment needs which will further the
companys objectives
f. Evaluates the Operations effectiveness through analyses of activity and on-site inspections.
g. Installation of wireless and wired CM monitoring systems and demos.
h. Commissioning and troubleshooting of CM systems.
i. Participates in delivering Criticality Analysis RCA RCM Walkdowns as requested etc.
j. Ensures that applicable laws and regulations are strictly adhered to.
2. Responsible for communication and education between the company and clients including but not limited to:
a. Communicating the I-care deliverables to the client.
b. Conduct technology awareness sessions for clients as requested.
c. Must be able to interact comfortably gain trust and communicate effectively.
d. Presentation skills; be able to synthesize findings
e. Create and deliver cogent presentations.
3. Responsible for the overall safety awareness of the work environment (but not limited to):
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a. Ensuring compliance with I-care client OSHA and other applicable standards.
b. Actively leads in I-Care and client safety programs to foster continuous improvement.
c. Issue a Stop Work action if any situation environment or condition is an immediate concern of injury
to himself or others. If it is not safe then do not perform the work until a safe method or condition exists
period.
5. Mentoring A few of the activities in the area of Mentoring will include but are not limited to:
a. Assist in training/mentoring of I-Care employees.
b. Able to convey obtained knowledge from seminar/training sessions.
6. Effectively supervises personnel ensuring optimal performance.
a. Provides leadership to Operations personnel through effective objective setting delegation and
communication. Conducts staff meetings as required. Directs schedules and coordinates Department
functions.
b. Ensures that personnel are well trained effective and optimally used. Instruct personnel regularly
regarding policy procedure and program changes.
c. Conducts performance appraisals as required. Formulates and implements corrective actions as needed.
Recommends changes in the status of Operations staff including promotions transfers and salary
adjustments.
7. Other Responsibilities (but not limited to):
a. Performs special projects as assigned.
b. Ensures that the work area and all I-Care and/or client supplied equipment is clean secure and well
maintained.

GENERAL PERFORMANCE MEASUREMENTS
PERFORMANCE MEASUREMENTS
a. Operations functions are efficient effective and delivered in accordance with company policies
procedures and with applicable laws.
b. Operations functions are well coordinated. Good communication exists and assistance is provided as
needed.
c. Operations activities are regularly and effectively reviewed.
d. Operations personnel are effective efficient and optimally utilized. Good communication exists and
support is provided as needed.
e. Director of Operations is appropriately informed of Operations activities and of any significant problems.
Suggestions for improved efficiency or effectiveness are provided. Required reports and records are
accurate and timely.
f. The companys professional reputation and service excellence are maintained.

QUALIFICATIONS

EDUCATION/CERTIFICATION: College Graduate preferred in technology or engineering field or industry equivalent.

REQUIRED KNOWLEDGE: Knowledge of reliability processes to include RCM root cause workflow scheduling &
planning PMs and PdM technologies.
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EXPERIENCE REQUIRED: 5 or more years of direct related experience in customer care or operation management in
a professional service industry. 3 or more years direct experience in reliability or
predictive maintenance.

SKILLS/ABILITIES: Good communication skills both oral and written.
Proficient computer skills including but not limited to Windows Word and Excel.
Solid analytical and problem-solving abilities.
Able to work well independently.

GENERAL PHYSICAL REQUIREMENTS
Note: The list provided below is not an inclusive list of all conditions and/or actions that will be needed to perform this
position. It is meant as a guide to the most frequent conditions that will be needed and/or experienced.
Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently and/or up to 10
pounds of force constantly to move objects.
Climbing: Ascending or descending ladders stairs scaffolding ramps poles and the like using feet and legs and/or
hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required
exceeds that required for ordinary locomotion.
Balancing: Maintaining body equilibrium to prevent falling when walking standing or crouching on narrow
slippery or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that
needed for ordinary locomotion and maintenance of body equilibrium.
Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to
a considerable degree and requires full use of the lower extremities and back muscles.
Kneeling: Bending legs at knee to come to a rest on knee or knees.
Crouching: Bending the body downward and forward by bending leg and spine.
Reaching: Extending hand(s) and arm(s) in any direction.
Walking: Moving about on foot to accomplish tasks particularly for long distances or moving from one work site to
another.
Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position.
This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities
and back muscles
Grasping: Applying pressure to an object with the fingers and palm.
Feeling: Perceiving attributes of objects such as size shape temperature or texture by touching with skin
particularly that of fingertips.
Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey
detailed or important spoken instructions to other workers accurately loudly or quickly.
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Hearing: Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed
information through oral communication and make fine discriminations in sound.

GENERAL WORKING CONDITION REQUIREMENTS
Note: The list provided below is not an inclusive list of all conditions and/or actions that will be needed to perform this
position. It is meant as a guide to the most frequent conditions that will be needed and/or experienced.
The worker is subject to both environmental conditions: Activities occur inside and outside.
The worker is subject to extreme cold: Temperatures typically below 32 degrees for periods of more than one hour.
Consideration should be given to the effect of other environmental conditions such as wind and humidity.
The worker is subject to extreme heat: Temperatures above 100 degrees for periods of more than an hour.
Consideration should be given to the effect of other environmental conditions such as wind and humidity.
The worker is subject to noise: There is sufficient noise to cause the worker to shout in order to be heard above the
ambient noise level.
The worker is subject to vibration: Exposure to oscillating movements of extremities or whole body.
The worker is subject to hazards: Includes a variety of physical conditions such as proximity to moving mechanical
parts moving vehicles electrical current working on scaffolding and high places exposure to high heat or exposure
to chemicals.
The worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory
system of the skin: Fumes odors dusts mists gases or poor ventilation.
The worker is subject to oils: There is air and/or skin exposure to oils and other cutting fluids.
The worker may be required to wear a respirator.
The worker is required to function in narrow aisles or passageways.
GENERAL MENTAL REQUIREMENTS
Note: The list provided below is not an inclusive list of all conditions and/or actions that will be needed to perform this
position. It is meant as a guide to the most frequent conditions that will be needed and/or experienced.
The worker will have the ability to deal with a variety of variables under hazardous work conditions. Must be able
to interpret and communicate various instructions.
The work will need the ability to perform basic math skills use decimals to compute ratios and percents and to
draw and interpret graphs.
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The worker will need the ability to read a variety of books instruction manuals atlases etc The ability to prepare
emails memos detailed technical reports using proper punctuation spelling and grammar