Job Information
PARKER HANNIFIN CORPORATION Service and Quality Platform Manager - Digital & IT in Lakewood, Ohio
Service and Quality Platform Manager - Digital & IT Location: CLEVELAND, OH, United States Job Family : Information Technology Job Type : Regular Posted : Apr 2, 2024 Job ID: 44252 Job Description Join Parker Hannifin's Digital & IT Team located at our Global Headquarters in the suburbs of Cleveland, Ohio! We are actively looking for team members to join our Digital & IT team! A career at Parker offers a meaningful sense of accomplishment and boundless potential for professional and personal growth. You will work alongside the brightest minds in the world to develop innovative technology and products and contribute to our company's goal of solving the world's greatest engineering challenges. Through Parker's social responsibility programs, you will have opportunities to give back to the community and make a difference in the lives of others. We offer a competitive total rewards package, hybrid 4:1 work schedule, and a vibrant work campus with many amenities. Position Summary Manages a team of delivery analysts directing the requirement definition, user experience design and testing for platforms supporting customer service processes including telephony, case management and CTI. The role will manage the delivery process of defined customer service and quality solutions, partnering with the business, technical architects and development teams to support the design, development and implementation of customer service and quality solutions. This position has direct reports Works with Group and Division staff. Supervises technical resources including project leaders and technical analysts. Supports working relationships with Parker Service Leadership, Parker locations and technology vendors. Essential Functions * Directs the implementation and maintenance of systems and services providing essential enterprise business function, ex. major manufacturing functions, engineering services or office capabilities. * Monitors the efficiency and effectiveness of these systems or services against the guidelines required to meet user requirements. * Reviews and maintains the compliance of systems to standards to assure future flexibility and maintainability. * Develops training methods and materials to educate users of enterprise systems. * Advertises and promotes the availability and benefit of enterprise systems and encourages their adoption. * Plans and schedules adoption of these enterprise capabilities at divisions. * Provides consultation to locations in the understanding and evaluation of technology and its application to the business units needs. * Identifies and recommends to senior management improvements that can be made to enterprise systems and services. * Identify the need for and initiate recommendations for new or improved systems or services within the * Enterprise framework to support division management. * Recruit, train, and develop staff to deploy these services as required by the divisions. * Assist with the development of yearly budgets to support the workload requested by the divisions. Key Responsibilities This role is subject to Export Control Restrictions (ITAR) and all applicants must be a U.S. Citizen, Permanent Resident, Refugee, or Asylee. This position will be assigned to the following key information technology disciplines and/or services: Business Systems CRM - Service Cloud Solutions Telephony Platforms Quality Management Solutions Customer Sentiment Solutions Strategic Technology Telecommunications - Data Messaging (voice and/or email) Knowledge, Skills and Abilities: * Proven ability to collaborate with cross-functional partners in a large matrixed organization * Comprehensive knowledge of informati