Technical Operations Manager - AMER

Technical Operations Manager - AMER

Location United States

Department Customer Service

Employment Type Full Time

Have you ever used the self-checkout in a Walmart or Target? Played the slots at an MGM casino? Maybe you grabbled a drink for a vending machine or paid to park your car? If you answered with a resounding "YES", then you have done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.

Headquartered in Malvern, PA, CPI is supported by more than 2300 global associates, 7 manufacturing sites, 12 corporate offices, and 43 service branches.

If you want to have a hands-on global impact on payment solutions, we want you to join our team as a Technical Strategist!

WHAT YOU WILL BE DOING

As our Technical Operations Manager , you will manage a diverse team of remote associates supporting CPI connectivity devices and enterprise software (software resolution, managed services & professional services).

The Technical Operations Manager will have a direct impact on our Connectivity systems support group and will be responsible for:

• Ensure CPI's Technical Operations support meets the defined Service Level Agreements and Key Performance Indicators targets

• Drive root cause analysis and counter measure implementation to issues in performance using the Crane Business System tools

• Work with wider business solution providers (IT / Engineering / Production) on issue investigation to root cause. Escalate major issues to product managers and tier III external partners (Verizon / Apriva / Chase / etc.) through Salesforce Cases with clear impact and issue descriptions to expedite resolution

• Provide leadership to Bottling Customers on Operational and Business Health best practices through the Easitrax Vending Management system through regular reviews

WHO WE ARE LOOKING FOR

Qualifications and Requirements

• Technical degree (Associate or BS) or equivalent military discipline experience preferred

• Minimum 5 years of technical support leadership or after sales support in an industrial environment

• Minimum 5 years of hardware, firmware, software module level troubleshooting

• Minimum 5 years of customer facing interfacing in an engineering environment

• Working knowledge of SFDC, ERP (SAP/QAD) and Microsoft Office

• Ability to travel 30%

• Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Personal Attributes

• Customer Service Oriented: You possess a drive to service your "customers" and focus on responding promptly to project team needs

• Analytical Thinker: You need to have insight and enjoy solving problems

• Creative: You are innovative and resourceful

• Decision-Making Skills: You have a reputation for making quality decisions and sticking to them

• Customer oriented: You are comfortable building relationships with customers, gaining trust

• Comfortable with Innovation: You have passion for continuous improvement and are always seeking a better way to do things

• Operations oriented: You have a good understand of business operations and able to see challenges and opportunities

• Good Listener: You allow others to express themselves and try to understand others before expressing self

• Action Oriented: You display a sense of urgency and are known for being a timely decision maker

• Flexible: You are comfortable wearing many hats and able to shift priorities as needed

• Organized: You assemble all necessary materials and information before starting a task

• Team Player: You are approachable, and willing to follow, or lead based on the team's need and ability to interface with personnel from various departments and levels

• Quality written communication: Your writing is concise and descriptive, and you believe it is necessary to "overcommunicate" project status/updates

WHAT WE ARE OFFERING

• Flexible work environments

• Defined career growth plans with opportunities to go outside of your "comfort zone"

• Team building activities that support innovation

• Generous paid time off plus sick and Holiday pay

• Medical, dental & vision insurance plans

• 401K with company contribution

• Flexible spending accounts

• Life insurance and disability benefits

• Discounts for childcare

• Tuition assistance

• Community involvement and volunteering events

• Opportunities to travel and work at global sites

Sound interesting? Come see why we are OneCPI!

CPI is a part of Crane NXT

Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit ~~~

Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

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