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Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Tewksbury, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers. The Associate Program Manager reports to a Program Manager and will support them in the delivery of services to a client. Understands established procedures and customer service polices and adheres to such in order to maintain high standards and ensure quality customer service. Responsibilities •Manages technician backfill •Coach or assist in the training of team members and escalates issues or potential conflict to Program Manager •Facilitates daily program activities and processes in order to improve services •Prepares required reporting and distributes to appropriate internal and external clients •Collaborates with appropriate internal resource as first level of escalation for dispatch services in order to resolve or escalate issues as required •Makes recommendations to the Program Manager in order to improve program objectives •Collaborates with vendor partners as first level program contact for delivery of services •With direction from the Program Manager, manages projects assigned by the Program Manager •May be responsible for basic financial activities •May participate in pricing exercises under the direction of the Program Manager •Assists with formal customer complaints for root cause and quick resolution •May use customer ticket system applications to update/monitor FTE work activities •Attends weekly and monthly meeting with customers and clients •Provides back up support to Program Manager in their absence •May be required to travel to domestic and international client sites •Additional requirements may exist if offer of employment is extended Requirements Education and Experience: •Typically requires a Bachelor’s degree with 2-3 years of experience or an equivalent amount of experience; or additional education with less experience •Experience with IT service delivery Certifications and/or Qualifications: •Knowledge of relevant technical software •Proficient with Excel, PowerPoint and Word Skills: •Excellent written and oral communication skills •Excellent organizational skills •Excellent interpersonal skills •Ability to oversee the planning, organization, development, and implementation of projects and services •Ability to maintain professionalism when interacting with clients and addressing concerns •Ability to learn new concepts and processes •Understand and operate within a specific governance model