**Join a fast-growing technology company at the forefront of digital signage innovation!** We specialize in delivering cutting-edge AV and digital display solutions that transform how businesses communicate visually. As we expand our reach and impact, we're looking for a dynamic and driven **Operations and Customer Service Supervisor** to lead critical functions that directly shape client experience and operational excellence. This is a unique opportunity to be part of a passionate team, take ownership of strategic initiatives, and grow your career in a company where technology and service truly come together. If you're ready to make a difference, we’d love to meet you.
**Job Title: Operations and Customer Service Supervisor**:
The Operations and Customer Service Manager is responsible for overseeing three key functions within the company: Technical Support, Field Operations, and Operational Procurement. The role ensures high service standards, operational efficiency, and the successful delivery of digital signage projects and service calls. Performance will be tracked through clearly defined KPIs, with a portion of compensation tied to results.
**Key Responsibilities**:
1. **Technical Support**
- Oversee the reception, classification, assignment, and resolution of support tickets.
- Coordinate with internal departments to ensure timely and effective resolution of service requests.
- Ensure compliance with established service level agreements (SLAs).
- Track and improve first-contact resolution rates and response times.
- Monitor performance metrics and implement continuous improvement initiatives.
- Provide regular reporting on support performance and customer feedback.
2. **Field Operations (Installations and Service)**
- Conduct on-site assessment visits for prospective and future job installations.




- Determine the best system configuration of hardware for planned installations.
- Plan, schedule, and oversee installation and service projects for digital signage solutions.
- Manage both internal technicians and third-party contractors to ensure quality and adherence to timelines.
- Ensure proper project documentation is completed and archived.
- Act as escalation point for technical or logístical issues in the field.
- Track key performance indicators (KPIs) related to project delivery, timeliness, and service quality.
- Maintain an updated database of sites, installed systems, and maintenance schedules.
3. **Procurement and Operational Logistics**
- Source and manage suppliers of equipment, materials, and related technical services.
- Ensure all purchases meet technical specs, project budgets, and delivery deadlines.
- Handle procurement logistics and inventory coordination for operational needs.
- Monitor vendor performance, including on-time delivery and SLA compliance.
- Negotiate supplier terms to improve cost-efficiency and value.
- Maintain accurate records of orders, receipts, and supplier evaluations.
**KPIs Tied to Performance-Based Compensation**:
- SLA compliance rate for support ticket resolution.
- First-contact resolution rate.
- On-time completion rate for service orders and installations.
- Cost variance on procurement (vs. project budget).
- Average procurement and delivery lead time.




- Customer satisfaction score (CSAT).
- Retention rate of recurring clients.
- SLA compliance rate from third-party vendors.
- Field service first-time completion rate.
- Project delivery on schedule (%).
**Requirements**:
- Bachelors degree in Engineering, Networking, Computer Science, or related field.
- Technical proficiency with IT equipment, installation and configuration very helpful.
- Networking, structured cabling, and router configuration knowledge helpful.
- Proven experience in operations management, technical service, logistics, or support roles.
- Strong leadership and coordination skills, including managing third-party technicians.
- Ability to analyze operational data and make performance-based decisions.
- Familiarity with AV technologies or digital signage systems is a plus.
- Intermediate to advanced proficiency in productivity tools (Excel, ticketing platforms, CRM, etc.).
- Strong communication skills and a customer-focused mindset.
- Valid Drivers license.
- Conversational English for business is required for this role.
**Terms and Compensation**:
- Full-time position.
- Location: Ciudad Juárez, Chih, MEXICO.
- Work model: On-site, ability to perform field visits depending on operational needs.
- Compensation: Base salary + performance-based bonus (up to $5,500 MXN monthly depending on KPIs).
**Equal Opportunity Statement**:
We are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to age, race, gender, religion, disability, sexual orientation, or any other status protected by applicable law.
Pay: From $25,000.00 per month
**Education**:
- Bachelor's (required)
**Experience**:
- Fiel

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