Service Delivery Engineer Lead

Job Description:

The Service Delivery Lead ensures that services are delivered efficiently, meeting or exceeding client expectations while maintaining quality and operational standards. This role involves Tier 3 troubleshooting to help resolve issues, assisting in monitoring the team, and fostering a strong relationship between the organization and its customers.

Responsibilities:

• All levels of support will be required including working tickets, answering phone and some walk-ups
• Oversee the delivery of services to clients, ensuring alignment with service level agreements (SLAs).
• Serve as the primary point of contact for assigned customers, managing their service delivery needs, and ensuring high levels of customer satisfaction via our ticketing queue and phone calls.
• Monitor service delivery processes to ensure efficiency and effectiveness.
• Act as the primary point of contact for escalations, resolving issues promptly.
• Drive continuous improvement initiatives to enhance service quality.
• Manage and mentor service delivery teams, promoting collaboration and high performance.
• Provide training and professional development opportunities for team members.
• Stay updated on industry trends and technologies to drive innovation.
• Monitor tickets, feedback, and identify opportunities for additional value-added services.
• Develop and maintain comprehensive documentation related to service delivery processes, procedures, and best practices.
• Act as a technical advisor to the Service Desk Engineer providing guidance on technology trends, best practices, and optimization opportunities.
• Stay informed about industry developments and emerging technologies to ensure that our service offerings remain accurate.
• Attend meetings when needed if the Service Delivery Manager is not available, making sure to notate the details and where the Service Desk is needed.
• Work on projects with the infrastructure team and provide updates back to Manager.

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Why Build a Career with Us?

Everyone’s an Owner of the Company: Because every team member contributes to Flow Control Group’s success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee ownership program extended to every employee within our portfolio companies. 
 

Competitive Benefits: Enjoy an attractive benefits package that includes Medical, Dental and Vision insurance (among other plans), competitive 401(k) matching program, career growth opportunities, employee referral program, paid time off and holidays, as well as parental leave.

Training: FCG University learning and training platform available to all employees offering over 80k courses.

Career Growth Opportunities: At Flow Control Group, we are committed to your professional development. With a vast network of over 100 brands across North America, we provide unparalleled opportunities for growth and advancement. Whether you're just starting your career or looking to take it to the next level, we offer custom training programs, mentorship, and a supportive environment to help you achieve your goals. Join us and be part of a dynamic team where your contributions make a real impact.

Equal Opportunity Employer: Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristics.