Job Description
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Customer Service Manager required for a 12 month extendable contract based in Beirut, Lebanon.
We are currently looking for a CSM who is based in Lebanon with good working experience of the Lebanese market. Objectives Responsible for high level customer service satisfying the maintenance agreement customer needs for Government & Enterprise and Minerals and Energy sector. This includes building a strong customer facing relationship with maintenance agreement customers at an operational and senior management level. Provides a primary interface and oversight of all operational services required to meet and exceed all Key Performance Indicators and Service Level Agreements. Key Responsibilities • Responsible for growing support services related to lifecycle planning for established customers by working the development of customer-specific lifecycle plans • Participate in bid & quote formulation to promote all aspects of support services to leverage existing field based technical and engineering teams. • Drive finance and customers to ensure accuracy and clarity of monthly support invoices for ease of approval for payment • Liaise with other equivalent service planners in the region to ensure adherence to global support services structure and processes • Review and analyse the tender/RFQ specifications to define scope of work required. Define the deliverables, schedule and resources needed to compile responses to bid. • Prepare Statement of Work (SOW) overviews relating to support service obligations, in line with the current Service Catalogue and strategy. • Prepare point-by-point compliance to RFQ or tender specifications for support related clauses. • Develop a Transition to Support Plan & Warranty/Support Service Plan that is formalised as a maintenance agreement contract. • Scrub, revise and validate any Support Service quotations • Provide customers a single point of local contact for operations and ensure customer service and KPI compliance. • Manage and maintain services scope as per the contract and ensure customers understand their obligations • Oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service. • Ensure that customers receive appropriate and timely reporting as required by the Contract. • Lead regular service reviews and other forums to ensure that operational services and issues are managed successfully. • Identify and implement areas for improvement to ensure improved service quality and best practice delivery. • Comply with Company's Quality policies and practices. • Identify risks and issues that can apply to each maintenance agreement obligation and escalate to management. • Prepare a resource loading forecast for baseline support obligations that requires staff utilisation for staff capacity planning and business growth. Education & Qualifications Essential: • Qualifications in Business Management, Engineering, Computer Science or equivalent. Desirable: • ITIL Foundations V3 certification. • PRINCE2 Foundation qualification. • Technical training in Electronics / IT or Radio Communications. • Proficient with Microsoft Office. Professional Experience Essential: • Demonstrated experience (5-10 years) in the establishment of positive customer relationships in a services environment. • Demonstrated experience in leading customers through systems implementation and resolving difficulties on high impact mission critical customer operations. Desirable: • Familiarity of Astro25 & TETRA Product Portfolio or similar digital radio communications experience. If you would be interested, please submit your CV |
