NECI Looking for Technical Service Supervisor at Remote Full Time

Job type full-time

Benefits pulled from the full job description

401(k) dental insurance disability insurance employee stock ownership plan family leave health insurance show 7 more benefits

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Full job description

About neci
Neci, an emerson impact partner, is the leading digital automation solutions provider transforming manufacturing, lab operations, process development and process control across a range of process industries in new england and beyondNeci relentlessly seeks to drive the outcomes that ‘change the game’ for our clients and is seeking team members to join in our mission.
About our team
As a part of the customer success business unit, the digital operations engineering team provides “front line” operational services of digital systems to multiple clientsOur goal is to enable client success by leveraging our technical expertise and industry experience to provide solutions that allow the client to focus on their businessBy positioning ourselves as operational “system owners” for our clients’ digital automation stack, we become partners with our clients – driving towards shared outcomes and successWe accomplish this through modeling client demand for our services, creating plans and strategies for dynamically allocating resources, driving operational efficiency and cost-effectiveness through streamlining of our services fulfillment, and delivering performance and reliability in both their digital operations and systems.
The role
We are currently seeking a technical service supervisor to lead our expanding team in delivering comprehensive operational excellence to our clientsThis role leads and develops our team of managed service engineers and engages with other members of our customer success organization.
The goal of this role is to drive customer outcomes and shared successThe role is responsible for assisting in defining and then operationally adhering to all service levels and msas with clients and ensuring compliance to procedures and contractsThis role will model demand for services, design strategies for dynamically allocating resources, monitor costs and profitability vsModels, and seek to drive performance, efficiency, and reliability of our team and our clients’ systems.
As a key leader in this business unit and a technical expert, it is expected that you will share in the responsibility for 24/7 emergency escalations.
In this role, you are expected to proactively seek out operational improvements to drive profitability of our teamYou will be involved with strategic planning of the business unit in expanding engagements and talent planning.
How you’ll be successful

Intellectual curiosity, innovative analytical thinking, timely decision making
Excellent written and oral communication and interpersonal skills
Excellent customer service and focused on customer needs
Ability to work and learn independently, ability to teach/mentor others
Passionate team spirit and commitment to excellence
Be responsive, reliable, resourceful, and respectful
Strong understanding of cgmps, gamp5, cqv, change management
Understanding financial models and performing cost-value analysis
Strong prioritization and time management skills

What you’ll do

Frequently engage with direct reports on their engagements, activities, and aspirationsEnsuring quality and satisfaction of client and employeeConduct performance reviews and establish okrs (objectives and key results)
Mentor and coach direct reports and others in the business unit on technical, inter-personal, and business aspectsFoster a culture of learning, excellence, and inclusivity.
Delegate and teach employees.
Build and maintain relationships within neci and with our clientsAlways looking for ways to gain efficiency, improve satisfaction, and engage in new ways.
Think strategically and develop creative solutions focused on continuous improvement of managed services execution models and support models, and development of new modelsThese models include resource modelling and financial modelling.
Write proposals, estimates, rollups, scope work, slas, msas, and proceduresEnsure compliance.
Build and maintain resource utilization, resource demand, and profitability forecasts.
Act as an emergency escalation contact for our service desk team.
Accountable for product escalations and follow-up (with client and vendors).
Perform value analysis and process mapping activities.
As a key member of the business unit’s leadership, your responsibilities may change over timeBe able to adapt to these changes, come up with new ideas for change, challenge/collaborate on others’ ideas for change, and help foster strategic and efficient growth.
This is a fully remote role, however occasional travel may be required.

What you’ll bring

Bachelor’s degree in engineering, sciences, or equivalent.
8+ years of relevant experience required.
Currently authorized to work in the united states.
Knowledgeable of it systems and infrastructure, databases, quality systems, supply chain, laboratory systems, cmms systems, reporting systems, erp systems, scheduling systems, web services, and integration between platforms.
Knowledgeable of syncade, deltav, osi pi, and bio-g.
Knowledgeable of life sciences and biopharma industries a plus.
Project and/or people leadership experience.
Experience with proposals, managed services (troubleshooting, change deployment, backup services, and continuity plans).

Here’s what you’ll get

Competitive medical, dental & vison insurance
Flexible spending or health savings accounts
Unlimited paid time off and holidays
Family leave
Retirement savings: 401(k) and employee stock ownership plan
Employee referral bonus
Tuition reimbursement
Company paid std, ltd, and life insurance

Must be currently authorized to work in the united states.
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Policy on third-party unsolicited resume submissions: please note that any third-party unsolicited resume submissions will immediately become the property of neciNeci will not pay any fee to a submitting employment agency, person, or entity unless a signed agreement is established.
Please note: neci is an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by law.

Job type: full-time

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Posted 30+ days ago