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Job description / Role
The Team Leader / Service Manager will be responsible of managing regional service-related issues and customer accounts. Manage local team, service process control, service logistics processes and service admin/CRM analysis.
He/She will also be part of the local team of Field Service Engineers responsible for installation, integration, troubleshooting and servicing the company proprietary hardware/software solution.
He/she will be stationed in project’s country and will have daily base interaction with customers and various vendors.
Management Responsibilities:
- Responsible of customer satisfaction level; plan and implement tactics and procedures to improve it
- Identify customer needs. Explore, seek and develop business opportunities rose from the existing install-base and the customers
- Monitor and ensure compliance with the service contracts level agreements: response & resolution times, MTTR, RMA commitments
- Plan and implement an optimized regional spare part purchasing plan, inventory policy and standards (per project and for each office)
- Prevent and report any technical escalation that is about to become a management escalation
- Follow up of all open SR/CR, perform promptly the necessary actions to correct and repair the problems
- Manage regional resources - human, material and tasks. Optimizing resources allocation for SR/CR support, site surveys, installations, upgrades, expansions and integrations of parent company products
- Plan and ensure that periodical preventive maintenance is done according to the regional customers’ service contracts and upon the yearly plan
- Team leading - conducting work meetings and team meetings
- Conduct employees’ evaluation
- Periodic (weekly, monthly and yearly) Service Management Reporting
Technical Responsibilities:
Solution Implementation:
- HW Installation
- SW Installation-upgrade
- 3rd party appliances integration
- System Integration
System support:
- Responsibility E2E on each service related issues
- Broken flows diagnose
- System health proactive maintenance
- Propriety HW logistics and replacement
- Identify and classify correctly and enter all projects SR and CR in the CRM system
- Escalate service requests correctly in the CRM system according to procedure
- Manage the systems HW inventory and system spare parts and sending reports to customer manager per demand
- Ready for travel aboard for SI/Support/Project/training or any other mission required
Requirements
This is a hands-on job. Requires technical expertise.
- 3 years Service/Delivery Management Experience
- 3 years Support Engineering Experience
- Strong Customer Facing Skills
- Exceptional SLA Management and Reporting Skills
- Excellent written and verbal communication skills including the ability to explain technical information clearly
About the Company
UAE consultancy and operations company employing the best talents in the IT market.