Service Program Lead - Sony PRO Support

**Service Program Lead - Sony PRO Support** Location **CA - LOS ANGELES** **POSITION OVERVIEW:** The Service & Program Lead executes service strategies for Sony's PRO Support repair service program. The key focus for the role is to work collaboratively with cross-functional teams to support and service hobbyist & professional Creators and Enterprises that use Alpha products. A successful professional will deliver world-class service through productive staffing, customer retention, cost control, and achievement program objectives. **SCHEDULE & LOCATION:** 40 hours per week Mondays through Fridays 8am to 5pm Sony Digital Media Production Center at 2706 Media Center Dr in Los Angeles **WHAT'S IN IT FOR YOU?** Represent a global leader in quality digital imaging technology The wage range for this position is $35.00 to $38.00 hourly commensurate with experience Medical, Dental, Vision, Life, and Prescription Insurance Plans 401(k) Option with Employer Match Paid Time Off Paid Holidays **DUTIES:** Serve as the public face of the Pro Support repair program for customers, guests, and client senior management. Oversee all aspects of the repair operation for the Pro Support repair program at DMPC location Supervise and lead 3 rd party consultants including repair technicians, customer support experts, and support functions Manage work schedules and priorities to run the business and achieve defined KPIs that meet customer demands Collaborate with Pro Video repair operations to share resources and provide a unified client solution to customers Monitor daily reports for WIP to deliver positive performance and meet goals for repair service program Establish activities and action plans to achieve service levels targets Work with a 3 rd party partner to maintain optimal inventory parts levels to repair product and meet service targets Identify areas of opportunities and drive activities for continues process improvements Create daily/weekly/monthly reporting for the operations, including reports for senior management Conduct cost analysis for the repair operation to ensure profitable or break-even Collaborate with a cross-functional teams across Service Operations, Engineering, Call Center, Sales, and Marketing. Sustain high-level of product knowledge in order to provide support or resolve repair problems with end-user customers or guide Customer Support staff to assist customer walking-in, phone, email or in the field Sustain high-level of product and photography knowledge to assist customers and guide staff to troubleshoot or educate customer on product’s problems Utilize strong written, oral communication and interpersonal skills to deliver presentations, constantly self-learning and self-aware to remain effective on the role **QUALIFICATIONS:** Associate degree or equivalent with an emphasis in electronics, electrical engineering, broadcast engineering and/or systems preferred. Bachelor’s degree is a plus. Five (5) years of experience in supervisory or management roles, preferably in a retail environment. Experienced in all aspects of photography and videography Knowledgeable in photography equipment and peripheral products associated with photography including lenses and photography software. Experience in supervising inventory management Ability to work in a fast-moving environment with multiple priorities at the same time. Ability to manage customer conflict resolution by presenting solutions or alternatives to customers. Knowledge of and use of sophisticated test equipment in the repair process is a must Must have a good working knowledge of basic PC skills, including Microsoft Excel, Word and standard software applications. Written and verbal communication skills are important Interpersonal and relationship building Ability to deliver informative presentations to team(s) and management Self-motivated to stay abreast of constant change within the business. _Equal Opportunity Employer_ _ActionLink, in good faith, believes that the posted range of compensation is the accurate range for this role at the time of this posting. ActionLink may ultimately pay more or less than the posted range depending on candidate qualifications and locations in CA. This range may be modified in the future._ \#ALCORP ActionLink is an equal employment opportunity employer. We consider all job applicants solely on the basis of job-related qualifications. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, military status, citizenship, age, disability or any other status protected by law.

Salary : $35 - $38