Cad Services Lead
hace 3 semanas
JOB SUMMARY
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ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential duties and responsibilities include the following. Other duties and responsibilities may be assigned to meet business needs.
- Become familiar with CBRE's core business and operations as well as the operations of the services provided to our clients
- Desire and ability to work as part of a team to effectively collaborate and contribute to the services being delivered to clients
- Mentor and manage others through influence the various teams supporting the work of multiple service desks across multiple time zones, cultures & geographies
- Provide direction and make quick judgment calls in accordance with the best interests of the business, employees and in alignment with client expectations
- Monitor support requests and provide guidance to the team processing and managing those requests to maintain a 95% (or higher) Service Level Agreement compliance
- Update and manage operating procedures playbooks & process documentation and effectively communicate any changes to the team
- Analyze applicable metrics and communicate findings to appropriate stakeholders
- Develop and conduct internal department and clientfocused training as needed
- Serve as the point of escalation for business critical or multifaceted issues ensuring they are handled in a consistent, timely, and professional manner
- Take ownership of assigned / escalated support requests, providing solutions, troubleshooting, guidance to ensure resolution is obtained
- Strong presentation, verbal, and written communication skills
- Ability to anticipate and understand the emerging needs of clients and communicate effectively to meet evolving client requests
- Ability to establish and maintain effective relationships with coworkers and customers to gain their trust, including experience leading by example
- Ability to think critically to solve difficult problems with effective solutions
- Ability to realize operating leverage through process improvement, gaining capacity for valueadded work
- Proven ability to handle complex issues, delivering on time and within budget
- Strong relationship building and stakeholder management skills
- With CBRE support, acquire and maintain relevant certifications, trainings, skill development relevant to primary service focus and maintain knowledge of current or emerging technologies within primary field or service area
EDUCATION
and
/
or
EXPERIENCE
- Associates Degree or equivalent combination of technical training and/or three to five years related experience in related field
- Customer service and talent leadership experience preferred
LANGUAGE SKILLS
- Oral and written English required
- Ability to effectively present information and respond to questions both written and orally
TECHNOLOGY SKILLS
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
- Prior Project Management experience is preferred.
CERTIFICATES and/or LICENSES
COMMUNICATION SKILLS
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.
FINANCIAL KNOWLEDGE
Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.
REASONING ABILITY
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires intermediate analytical and quantitative skills.
OTHER SKILLS and ABILITIES
Intermediate skills with Microsoft Office Suite. Ability to read and understand architectural drawings. Working knowledge in MS Project is helpful. Knowledge of leases, contracts, and construction practices preferred.
SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
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