Associate EUC - México - Sterling Kohler

Descripción

As the Associate Manager – IT, EUC, you will be responsible for ensuring exceptional technical support and service delivery to our associates across all departments. Reporting directly to the Global Lead of Associate Experience, you will lead a team responsible for providing efficient, timely, and effective support to end-users, ensuring optimal productivity and seamless operations within the organization.

Specific Responsibilities

• Oversees the delivery of high-quality technical support services to end-users, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Continuously evaluates and improves support processes, workflows, and procedures to enhance efficiency and user satisfaction.
• Monitors and analyzes support metrics and trends to identify areas for improvement and implements proactive solutions.
• Coordinates the resolution of escalated technical issues and incidents, ensuring timely and effective resolution while minimizing business disruptions.
• Establishes protocols and guidelines for handling critical incidents, ensuring swift response and resolution.
• Collaborates closely with cross-functional teams, including IT, HR, and Operations, to understand end-user needs and aligns support services accordingly.
• Acts as a liaison between the support team and other departments, ensuring effective communication and a customer-centric approach.
• Stays up-to-date on emerging technologies and industry trends related to end-user support services.
• Drives the adoption of new tools, technologies, and systems to enhance the delivery of support services and streamline operations.

Skills/Requirements

• Bachelor's degree in computer science, information technology, or related field required, with a preference towards a master's degree and/or certification in IT Service Management (ITIL/HDI).
• 5+ years of experience within End User Support or IT Service Delivery. In-depth knowledge of ITIL framework and best practices in service management.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Why Work at Kohler Co.?

Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates' development to make that happen.So, we offer ongoing investment in each individual's personal development and the opportunity to collaborate with others across functions and roles at Kohler.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more

*Important update for candidates applying to roles within Kohler Energy, including Power Systems, Engines, Home Energy, Kohler Uninterruptible Power, Clarke Energy, Curtis Instruments, and Heila Technologies.
On November 6, Kohler Co. announced the strategic decision to establish Kohler Energy as a separate, independent business with Platinum Equity as the majority investment partner. Kohler will continue to stay invested in the Energy business following the closing and remains committed to supporting the acceleration of long-term growth strategies for both organizations. Talent and operational transition plans are underway, and Kohler Co. and Platinum Equity expect the agreement to close in the first half of 2024.Thank you for your interest in joining our growing team as we embark on the next phase of growth

About Us

Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities.We invite you to learn more about our culture and company at .

It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran.If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact . Kohler Co. is an equal opportunity/affirmative action employer.