Global Technology Services Manager

2 weeks ago

Noida, Uttar Pradesh, India Barco Electronic Systems Pvt Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Customer Services Manager

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
Experience LevelMid Level

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