Customer Service Manager - Lebanon

Job Title: Customer Service Manager - Lebanon
Contract Type: Contract
Location: Bayrut
Salary: Market related
Start Date: 2018-04-08 00:00:00
Reference: JN -042018-43372
Contact Name: Andrew Smith
Contact Email:
Job Published: April 10, 2018 14:08

Job Description

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.

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    


•    Qualifications in Business Management, Engineering, Computer Science or equivalent.


•    ITIL Foundations V3 certification.
•    PRINCE2 Foundation qualification.
•    Technical training in Electronics / IT or Radio Communications.
•    Proficient with Microsoft Office.

Professional Experience

•    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.


•    Familiarity of  Astro25 & TETRA Product Portfolio or similar digital radio communications experience.

If you would be interested, please submit your CV