Barco - Manager - Customer Services

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 :

Experience :

Competencies :

(ref : iimjobs.com)