Technical Service Operations Director

1 week ago

Noida, Uttar Pradesh, India beBeeCustomerSupport Full time ₹ 13,50,000 - ₹ 25,50,000

Customer Service Leadership Role

The Customer Services Manager will oversee the Global Technology Services team in meeting agreed service level agreements and criteria across various divisions or named accounts.

Key Responsibilities:

  • Manage a team of technical support engineers to meet targets and maintain quality standards.
  • Develop processes for delivering high-quality services to internal and external customers.
  • Prepare reports for management to monitor service delivery metrics.
  • Implement methodologies to improve first call resolution and ensure process execution.
  • Foster a customer-centric approach among team members.
  • Design an enhanced reporting structure to identify product faults and minimize business risk.
  • Analyze technical support desk activity to recommend efficiency and effectiveness improvements.
  • Handle escalations from customers, service partners, or internal contacts.
  • Interface with Field Service Team, R&D, and product management to resolve customer problems.
  • Ensure regular training, appraisals, and performance coaching for staff.
  • Participate in service-related improvement projects or become a specialist in a certain domain.

Requirements:

  • Bachelor's or Master's degree, or equivalent experience.
  • Minimum 5 years' experience in a service environment.
  • At least 2 years' experience as a people manager required.
  • Good technical basis and product knowledge.
  • Excellent communication skills and independent work style.
  • Aptitude for critical thinking and improvement suggestions.

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