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Title:  Mgr, Customer Service

Location: 

Bangalore, Karnataka, IN, 560071

Requisition ID:  28116

Job Summary

As a Manager of Customer Support and Install base operations you will oversee a team that works on hardware replacement and customer install base data accuracy operations.  You will be accountable for a team which ensures, that the customer receives hardware and Onsite engineer support on-time. Also, ensuring customer install base data is accurate to enable on time & Self-support

You will establish and maintain communication across functions and oversee a mission critical 24/7 team.

Essential Functions:
  • Work collaboratively with other senior manager and Director to establish strategic plans and objectives for the team.
  • Participate in corporate development of methods, techniques and evaluation criteria for projects, programs and people within your area of responsibility.
  • Utilize previously acquired technical, project management, and people management experience to actively lead strategic regional and global projects. 
  • An understanding and effective approach to Continuous Improvement methodologies is a must.
  • Taking complete ownership of the team, provide road map to the team towards driving the goals of the organization

 

 

Job Requirements

  • Ability to work with global teams and adapt to 24/7Call Center requirements
  • Excellent oral and written communication skills.
  • Excellent analytical, problem-solving, negotiation, and organizational skills.
  • Excellent knowledge of product lifecycle, tools, processes, and operations planning.
  • Demonstrated experience working with logistics and supply chain management teams
  • Has good oversight in customer master data management
  • A demonstrated ability to manage large projects in coordination with peer managers and professional level employees. 
  • Proven track record of surpassing objectives and delivering exceptional results.
  • Demonstrated ability to manage/ coach and guiding the individuals in the team to achieve/ meet the desired results/goals

    Responsibility and Interaction:

    Responsibility

      Overall management of team with respect to business processes and people
  •   Participating/ executing initiatives with respect to efficiency in processes, cost optimization, people related matters etc.
  • Ensure adherence of performance/ quality standards and coaching resources to match up to the standards
  • Identify skill gaps of current staff and assist team members in development plans and actions
  • Collaborate efficiently with Internal/ Cross functional Teams to support the customers effectively.
  • Manage and resolve critical case/ escalations to customer satisfaction
  • Flexible to work in shifts including US Hours
  • Track, manage, and report on Teams performance
  • Interaction:
    • This individual must demonstrate strong leadership skills by establishing clear goals, objectives and priorities to his/her team that communicate the organization’s vision.
    • Works with Senior Management and Director level employees addressing customer issues across company and functions.

Education

  • A minimum of 5 years of experience with at least 3+ years as a people manager is required.
  • A bachelor’s Degree in computer science, or related field; or equivalent related experience is required.
  • Demonstrated ability to manage a team, multiple & critical projects are required.

 


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