<p><strong>Position Summary: </strong><br />This position is responsible for several technical, consultative, and administrative duties related to sales and service activity within the Office of Classroom Management ISO Classroom Technical Services (CTS). The position requires an in-depth knowledge and expertise related to AV/IT-centric teaching & learning environments in classrooms, conference rooms, and student study areas.<br /><br />The position serves as the lead for service response to issues and problems related to supported teaching and learning environments and systems relying on defined best practices and documented processes. The position also supports the sales lead in developing new business opportunities and provides administrative support through project and client relationship management.<br /><br />Additional duties include; coordination of daily operations of field staff, routing and responding to service and maintenance requests, implementing service priorities, ensuring client financial (EFS) documentation accuracy, and preparation of annual department billing contracts in administration of sales and service activity. Position will be responsible for case management from intake to resolution.<br /><br /><strong>Essential Job Functions: </strong><br />Service Coordination: (50%)</p><ul><li>Manage the daily operations of CTS service activity.</li><li>Represent the CTS service team in meetings.</li><li>Coordinate field staff resources to fulfill daily job requirements for client department requests.</li><li>Capture, batch, and prioritize incoming service requests.</li><li>Schedule and assign technical staff for site repair visit, remote repair, other.</li><li>Develop, initiate and provide feedback to client departments to ensure clear understanding of expectations of technical/operating issue resolution to maintain good department relations.</li><li>Track transactions, maintain records for all maintenance clients.</li><li>Review, respond, update, finalize University ServiceNow incident reports.</li><li>Identify and respond to service emergencies as required.</li><li>Review timecard and payroll reporting of field staff.</li><li>Identify and set up service contracts to capture costs and generate billing.</li><li>Identify and assess any service failures for inadequate technical performance, prepare analysis and solution recommendations, and deploy campus-wide as required.</li><li>Proactively solicit input and feedback for updates on technical service issues, system performance, maintenance scheduling for recommendations to improve maintenance response and services.</li></ul><p>Sales Coordination: (25%)</p><ul><li>Coordinate routine sales activity intake and referrals.</li><li>Represents the CTS sales team in meetings.</li><li>Assist in project documentation setup and internal quote review.</li><li>Assist in the preparation of labor and material estimates.</li><li>Develop materials for review and authorization by clients.</li><li>Support effective project delivery tracking and communication between sales, engineering, and production teams.</li><li>Assist in the coordination and delivery of sales and solution development services.</li><li>Use feedback and performance metrics to inform recommendations related to process and procedure review.</li></ul><p>Administration, Customer Service, and Operations: (25%)</p><ul><li>Establish and maintain all records of maintenance and repair services required by clients.</li><li>Structure contractual documentation to identify and capture costs of materials and time required for service delivery.</li><li>Prepare repair contracts to identify all EFS budgetary info required for comprehensive cost capture and accurate data transaction.</li><li>Prepare contracts to generate invoicing for cost-recovery of services performed and materials utilized.</li><li>Review and update contracts, service agreements on a regular basis to ensure accuracy of EFS budgetary information, client contact information noting any changes.</li><li>Communicate with customers to promote services and policies and assure customer satisfaction.</li><li>Expand customer communications to proactively provide information and/or advance warning of issues impacting instruction.</li><li>Coordinate service requests and rapid response activity for routine and emergency calls with various service areas and support units. Assist in finding solutions to customer problems. Follow-up with customers to communicate work status.</li><li>Interface with external units to coordinate service, escalate action, and follow up as necessary. Responsible for rapid decision-making in emergency situations involving larger university response mechanisms.</li></ul><p><span style="color:#FF0000;">**This Civil Service position offers the following benefits: </span></p><ul><li dir="ltr"><p dir="ltr">MN State Retirement System (MSRS) pension plan - tax deferred.</p></li><li dir="ltr"><p dir="ltr">13 paid vacation days per year (starting accrual rate), in addition to 13 paid sick days and 11 paid holidays.</p></li><li dir="ltr"><p dir="ltr">Reduced tuition opportunities covering 75% - 100% of eligible tuition.</p></li><li dir="ltr"><p dir="ltr">Excellent and affordable health care benefits.</p></li><li dir="ltr"><p dir="ltr">Wellness program with opportunity to earn lower health care rates.</p></li><li dir="ltr"><p dir="ltr">Free basic life insurance benefit (115% base salary, $200,000 maximum).</p></li></ul><p dir="ltr">*Some benefits depend on percent-time appointment</p><p> </p><p> </p><p> </p>
<p><strong>Essential Qualifications:</strong></p><ul dir="ltr"><li>BA/BS or a combination of related education and work experience to equal four years.</li><li>Able to apply knowledge and skills to a recurring task with emphasis typically on precision and timeliness of execution.</li></ul><p><strong>Preferred Qualifications:</strong></p><ul><li>Excellent written and verbal communication skills.</li><li dir="ltr"><p dir="ltr">Strong analytical and problem-solving abilities.</p></li><li dir="ltr"><p dir="ltr">Demonstrated ability to work on a team.</p></li><li dir="ltr"><p dir="ltr">Demonstrated commitment to good customer service standards.</p></li><li dir="ltr"><p dir="ltr">Ability to work within tight deadlines.</p></li><li dir="ltr"><p dir="ltr">Accuracy and attention to detail.</p></li><li dir="ltr"><p dir="ltr">Tolerance of ambiguity.</p></li><li dir="ltr"><p dir="ltr">Appreciation of differences.</p></li><li dir="ltr"><p dir="ltr">Goal oriented, resilient, and self-aware.</p></li><li dir="ltr"><p dir="ltr">Responsible and accountable </p></li></ul><p> </p>
Internal Number: 324953
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.