Beschreibung
Job Descriptions – Service Delivery Manager [Field Services]Description:
Field service delivery manager is responsible on handling a team of highly skilled service engineer technicians from vendor organisation. He/she is primarily responsible for enhancing the quality of services that are being provided to the customers by the vendor/partner. He/she conducts a thorough research to understand the exact needs of the customers. He/she makes sure that the work is delegated properly so that efficient services are being rendered to the end customer.
Qualification : BS in Computer or relevant studies in Computer Science
Work Experience : 8 to 15 years of relevant experience
Language Skill: German and English
Roles & Responsibilities:
• Responsible for due diligence and kick start of the project
• Coordination with customer, internal account team and vendor
• Enable the project team with any updates, process, procedures
• Responsible for providing technical guidance to the project team
• Proactively handle any issues without leading to escalation
• Set up and configure the required lab/technology infrastructure for project kick start
• Handle any escalations with confidence
• Confident enough to handle multiple Office and Retail store technologies
• Responsible to negotiate the onsite and dispatch timeline with vendor
• Have good documentation and reporting skills to meet customer requirements
• Provide consultancy services to the customers as required
• Reporting Daily/Weekly/Monthly SLA & KPI's
• Analyse the reason for SLA's misses (if any) and capture all necessary details that caused the miss and share the reasons with Customer to agree on exclusions
• Establish vendor/partner governance, finance and SLA and manage
Mandatory Skills:
• A field service manager should have excellent people management and leadership skills
• He/she should have excellent time management and organization skills
• He/she should be able to work under stressful work conditions and should have good problem solving ability
• He/she should have good multi-tasking ability with excellent written and oral communication skills in German and English
• He/she should be able to identify problems and provide good solutions for the same
• He/she should also have a flexible attitude and should be willing to travel at any given point of time
• Must have hands on experience – in managing vendors and aware of Retail Store, warehouse devices and Office IT devices
• Good knowledge in Technologies like Network (LAN/WAN) & Wi-Fi , Desktop/Laptop and Store devices like Printer, scanner, POS and cash draw
• Experience of coordinating activities outsourced to 3rd parties and OEM vendors
• Ability to operate across both business and technology communities
• Should have awareness and understanding in emerging trends in IT services and solutions landscape
• Should be able to build expertise and knowledge in new areas in quick time