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Customer Service Manager

hace 3 meses

Valle de Chalco Solidaridad, México Diebold Nixdorf A tiempo completo

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

The Customer Service Manager is responsible for ensuring the delivery of high-quality technical support services and the highest level of customer satisfaction. Position is also responsible for setting up new projects and existing projects within global M&S delivery model and maintain efficiency and value of these setups. This role is a single point of contact for M&S related issues and escalations. The role cooperates with Local M&S representative and faces the Customer.

Professional Services (PS) project delivery, mainly focusing on the fast and reliable resolution of production incidents, problems and service requests.

Starting by effort estimation for M&S activities when project is in preparation phase and supporting the end customer to target right M&S model to fit their needs.

Organization of knowledge transition from delivery to M&S team enables delivery team to be involved in new projects and customer to receive adequate service being covered by strict SLA.

When required, Customer Service Manager acts as incident, problem and also escalation manager for premium clients from banking industry.

Report duties (budget, SLA fulfillment and others).

Successful resolution of the incident relies on ability to efficiently communicate across different departments being located at different locations all around the globe.

Estimation

  • Assesses the required efforts and timelines for all M&S activities as input for the overall SLA
  • Produces and reviews estimates of time to spend on issues as input to the overall technical and cost estimation of the engagement.

Support Request

  • Ensures the proper intake, analysis and follow up on support requests, in line with DN M&S processes and SLA's for the engagement.
  • Ownership of the right set up of environment and assists other associates to configure their own for the engagement

Problem Management

  • Assures requests are account for in SLA, in order to assure timely and effective resolution of customers' requests for the engagement.

Incident Management and Reporting

  • Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.
  • Ensures appropriate, comprehensive and timely reporting of the team and provides early escalation of any issue that may affect the engagement.

Resolution Management

  • Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.
  • Ensures appropriate, comprehensive and timely reporting of incidents for the team and provides early escalation of any issue that may affect the engagement.

Change Request Management

  • Provides solution and estimation of the change request
  • Formulates and resolutions to change requests in order to propose adequate and timely solutions to the customers
  • Ensures DN up-dates and fixes as well as (minor) change requests are timely and correctly integrated in the customers environment

Documentation

  • Documents and validates tickets, ensure technical documents follow DN aspects
  • Ensures the usage of KEDB / FAQs and release notes by all team members in the engagement.

Optimization & Improvement

  • Ensures DN up-dates and fixes are timely and correctly integrated in the customers environment
  • Provides on-site deep technical support in customer environments, if required.
  • Organizes and deliver trainings for product, tools, processes and technical advices for other team members

Methods & Best Practices

  • Ensures all best practices and methods are followed as per DN standards.
  • Creates reusable components
  • Proposes and implement best practices in collaboration with the M&S practice

Required Qualifications

  • Diploma or equivalent work experience required.
  • Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Customer Service Management.
  • Agile Methodology knowledge (SCRUM)
  • Good business English skills (Written and spoken).

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes

#LI-RR1

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here -


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