Customer Services Manager

2 days ago

Noida, Uttar Pradesh, India Barco Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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

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