Function:
The Global Technology Services Manager will manage the Global Technology Services team against agreed service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts.
Key Responsibilities:
- Manage a team of technical support engineers and ensure that agreed targets are met and appropriate qualitative standards achieved.
- Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers.
- Prepare related reports for management to monitor service delivery related metrics.
- Implement methodologies to improve first call resolution.
- Ensure processes are adequately executed.
- Guide team members towards a customer-centric approach.
- Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
- Analyze technical support desk activity and make recommendations for increased organizational efficiency and effectiveness.
- Handle escalation of service issues from customers, service partners or internal contacts.
- Organize assistance from other parts of the organization.
- Ensure customer communication and define all required actions to regain customer confidence and satisfaction.
- Interface with Field Service Team, R&D, and product management, as well as Sales & Marketing, in order to ensure timely resolving of customer problems.
- Implement staffing and scheduling models to ensure guaranteed coverage to the business.
- Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support.
- Provide regular performance coaching of staff to ensure highest levels of performance for the team.
- Participate in svc related improvement projects or becomes specialist in a certain domain.
Education:
- Bachelors, Masters degree, or equivalent experience.
Experience:
- Min 5 years experience in service environment.
- Minimum 2 years experience as a people manager required.
Competencies:
- Good technical basis and product knowledge.
- Independent with excellent communication skills dealing with customers and other (internal) stakeholders.
- Aptitude for critical thinking and improvement suggestions.
Didn’t find the job appropriate? Report this Job
