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Job Title: Jeopardy Lead - Field Services
Location: Manchester-Hybrid
Employment Type: Permanent, Full-Time
About the Role
As a Jeopardy Lead, you will act as the essential conduit between our project teams, field services, suppliers, and third parties. You will take full ownership of end-to-end escalations, managing updates to the project teams when engineers are on site ensuring successful installations and migrations. This role requires you to be the primary contact for managing installation failures, understanding root causes, and supporting engineers in resolving queries to ensure smooth, successful deployments.
This role emphasizes proactive management of focus areas and risks, such as supplier delays, supplier performance, and long-standing issues, while offering continuous support and feedback for service improvements. You will work closely with internal and external stakeholders to drive operational excellence and foster a collaborative approach to problem-solving.
This position combines resource management, escalation handling, and continuous process enhancement, offering an exciting opportunity to influence service quality and support customer satisfaction across all field operations.
Key Responsibilities
1. Resource and Installation Management: Act as the main point of contact, working with project teams and field services to coordinate resource allocation and support successful installations and migrations.
2. Escalation Ownership: Manage the entire lifecycle of escalations related to installation failures or on-site challenges, providing timely updates to the project and support teams and resolutions through collaboration with technical leads and other departments.
3. Engineer Support: Serve as a support system for engineers, addressing real-time queries, providing guidance, and ensuring they are equipped to deliver effective installations.
4. Issue Resolution and Root Cause Analysis: Investigate root causes of installation failures and faults, implementing corrective actions to prevent recurrence, and providing root cause analyses upon request.
5. Risk Management and Proactive Reporting: Proactively identify and address risk areas, including customer delays, supplier issues, and internal issues to reduce the frequency of escalations and improve service delivery.
6. Customer and Supplier Engagement: Maintain effective communication with suppliers, customers, and internal teams throughout the escalation process, attending meetings as needed to provide updates and align on solutions.
7. Continuous Improvement: Identify opportunities for process improvement, providing feedback and suggestions to enhance the jeopardy function and reduce escalation points across field services and project teams.
8. Collaboration and Support: Work collaboratively with project managers, coordinators, suppliers, and partners, fostering a culture of teamwork and mutual support to achieve collective objectives.
What You’ll Be Doing Day-to-Day
1. Acting as a single point of contact for project managers and field services during escalations, providing clarity and updates as required.
2. Reviewing escalated installation failures and deciding on further action to expedite a solution.
3. Collaborating with third-party suppliers to ensure they provide meaningful updates and that escalations are resolved in a timely manner.
4. Supporting operational teams by providing advice on complex matters and escalation processes.
5. Producing root cause analysis reports for escalations, along with recommendations for future prevention.
6. Engaging in customer and supplier meetings as needed to maintain strong communication and support issue resolution.
About You
1. Skilled Problem-Solver: You possess strong analytical skills, with experience managing escalations and implementing sustainable solutions.
2. Effective Communicator: You can adapt your communication style to the audience, whether driving progress or easing tensions, to foster productive relationships with customers, suppliers, and team members.
3. Customer-Focused: Enthusiastic about delivering high-quality customer service that exceeds expectations, with a commitment to clear and timely communication.
4. Resourceful and Proactive: You are highly organized, capable of managing multiple tasks concurrently, and motivated to identify and mitigate risks within operations.
5. Adaptable and Resilient: Ability to meet tight deadlines, and adjust strategies based on shifting project demands and stakeholder needs.
Desired Skills
1. Experience in managing escalations with a strong focus on customer satisfaction and risk mitigation.
2. Knowledge of technical installations would be advantageous.
3. Strong organizational and time management skills, with the ability to prioritize competing demands effectively.
4. Familiarity with CRM systems like Big Change or similar tools.
5. Proven experience in managing supplier relationships and supporting field operations.
If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves.
We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you can create a work-life balance and enjoy working here at Gamma.
Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.
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