Manager - Customer Services

3 weeks ago

Noida, Uttar Pradesh, India Barco Full time

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.

(ref:iimjobs.com)

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