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IT Customer Service - Site Lead in Racine, WI at VisionPRO

Date Posted: 1/21/2019

Job Snapshot

Job Description

ICT Site Leader 

Job Description: 
Basic Function: Provide IT Services support, guidance and vendor management for Racine Corporate locations (Racine West, Ops, Ops Annex, and Main), at times needing to go to these locations. 

Basic Function: Brief statement indicating why the role exists and its function 
Fully own and manage the ICT Services for Racine Corporate user population. Provide expertise and direction on the following areas: Desktop Support, File and Print, Networking, Telecommunications, Application access, PC Refresh and Asset Management 
Responsibilities, Accountabilities & Decision Making Authority: Outline the primary responsibilities of the position and the authority level of the position (i.e., budget approval) 
• Manage Deskside Services at Racine Corporate engaging other ICT teams to deliver ICT solutions and resolve customer problems 
• Align with key business leaders to facilitate communications between I.S. and the business community 
• Hardware/software purchases and interaction with local technicians 
• Handle ticket escalations appropriately ensuring CNHi VIP Staff is getting the proper level of support 
• Lead local projects to improve ICT Customer Services delivery for all the users 
• Hands on PC, Phone (Mobile and Landline) and Mobile device support 
• Support business on audio and visual technology in conference rooms during meetings and events. Make sure that all the equipment is fully operational and educate users on the technology. 

Behaviors 
The successful candidate will naturally demonstrate the following behaviors: 
• Strong Work Ethic – Ability to take charge of a customer’s concern and work diligently to resolve the issues until the customer’s expectations are fully satisfied. 
• Strive to Exceed Expectations – Often provide solutions that exceed customer expectations looking beyond the initial request and upfront mitigating other potential concerns that may follow. Must have proactive approach thinking beyond the initial request to ensure other concerns do not come to light as a result. Naturally finds that they have a tendency to be very aware of what expected success may look like and constantly strives to deliver a service and experience that would exceed ones expectations. 
• Strong Listener – Ability to understand what the customer is ask for and also to hear what they are not asking you to do. Should be an expert of the services you are providing and understand what the customer is really looking for and provide the appropriate insight and response. 
• Organization and Diligence – Demonstrated abilities to organize and manage adhoc requests effectively and within customer’s expectations without additional follow up from the customer. 
• Integrity – When exposed to customer’s personal information and/or knowledge of their customer’s activities the candidate must respect the individual’s privacy and not discuss any individual’s privileged information among others including other business colleges. 
• Appearance – Able to adjust appearance, attire and level of professionalism to align to the requirements of the situation. 

Job Requirements: Describe the basic requirements of the position 
Include: previous functional experience (# of years), technical skills/knowledge, management experience (# of years), key business experiences (i.e., turnarounds, P&L responsibility, international, start-ups), certifications, education, licensing 

Required: 
• 2 or more years of ICT experience in a variety of ICT Customer Service or Technology Management areas. 
• Excellent customer service and able to exceed customer expectations working with senior levels of management. 
• Post-secondary education preferred. 
• Experience delivering exceptional customer service at a concierge service level 
• Information Technology certifications and/or technical training 
Competencies 
Intellectual 
• Articulate - Speaks or writes with ease, clarity and impact. 
• Decisive - Acts quickly, confidently and with determination. 
• Detail-oriented - Shows rigorous and meticulous attention to detail. 
• Good Listener - Listens attentively and understands what is being said. 
• Handles Ambiguity - Deals confidently with unclear or changing situations. 
• Organized - Works and thinks in a methodical and orderly way. 
• Perceptive - Has a keen understanding of people, ideas and organizations. 
Interpersonal 
• Adaptable - Adjusts easily to new or changing circumstances. 
• Diplomatic - Deals tactfully with diverse people, situations and ideas. 
• Empathetic - Identifies with the feelings, ideas and attitudes of others. 
• Personable - Has a friendly, approachable and outgoing style. 
Motivation 
• Customer-oriented - Attentive and responsive to customer needs. 
• Quality Commitment - Believes in and works to achieve the highest standards. 
• Results-driven - Focuses on achieving results that promote business success.

VisionPRO relentlessly delivers top talent to help our clients excel. We have been trusted for over 20 years to align the right talent to the right opportunity, expertly solving unique business challenges. From small businesses to the Fortune 500, our clients appreciate our consultative approach, resourcefulness, and fast response to their individual needs. Our prospective candidates and existing consultants can count on VisionPRO to passionately help them maximize their career choices, while also supporting their growth opportunities. We serve our customers from around the world, helping them with their most critical hiring decisions and project needs.