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Customer Service Manager
hace 3 semanas
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.
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