Service Centre Team Leader & Service Centre Manager, Qatar

Service Centre Team Leader

• Allocate incoming information requests from customers to the team, prioritizing action, monitoring team resource to meet SLAs.
• Maintaining high service levels for customers through thorough quality control checks.

• Coordinate with suppliers/vendors regarding spare parts delivery.
• To alert the supplier of shortages and performance issues within the supply chain.
• To brief service issues to the Customer's point of contact
• Send weekly & monthly SLA reports to customers.

• Mentoring and Coaching support engineers and help desk agents.
• To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas as required.
• Prepare and publish reports detailing all aspects of team performance.
• Implement team initiatives and incentives.

To compile reports on SLA targets, numbers and types of request, communicating findings to the Delivery Manager and to respond to any further requests for data that are required for analysis.

• Provides recommendation of innovative solutions to next level in order to improve or enhance the process daily operations.
• Collect and evaluate new ideas / suggestions expressed from the team and look to deploy these in a way that can add value to the service offering.

• To conduct quality control checks and edit work if necessary, identifying and highlighting best practice for support engineers and sharing this with the team.
• Identify and escalate helpdesk calls that breach SLAs.
• Ensure that all helpdesk jobs allocated to the team are kept up to date and promptly closed in the Help Desk system.
• Manages day to day operations of the team.

Provides inputs towards the short and medium term strategic planning process for the division.

Facilitates the achievement of short term and medium term strategic goals of the division.

QUALIFICATION:

  Bachelor's degree in computer science preferred with 7 years of experience with 2 years in L3 support.

ITIL Foundation certificate is a plus


Service Centre Manager

• Delivering as per the established SLAs targets
• Maintaining the database of Warranty

• Maintaining the services covered by Global Warranty or Product Support
• Establishing influential channels with suppliers

• Ensure the technical certification of the team is met
• Mentor the team, provide inputs on training & development of team members
• Coaches the team leaders
• Develops relevant rewarding schemes and development plans with the support of HR

• Analysis on whether the warranty amount in provision is enough
• Analysis on productivity of technicians
• Running surveys and analysing the outcomes to decide on the business enhancements
• Analysis of the processes and procedures
• Market analysis for new products and customers
• Service Centre performance analysis
• Issue resolution Analysis with the manufacturers
• Sales Analysis to change and modify service offering.

Reduction in Time to Repair by creating and ensuring team updates a common knowledge base of known issues and their resolutions

• Ensure team is meeting the set SLAs targets to meet business requirements
• Ensure team's proper communication with the VIP and Corporate customers
• Provide inputs into technical proposal for SLA and Maintenance deals with prospective or existing customers
• Keeping the sales team aware of the renewal of existing SLAs
• Maintaining the database of Warranty
• Maintaining the services done for non-ABATS/iSpot customers (Global Warranty or Product Support)
• Individually manages issue resolution of VIP and certain VIP corporate customers
• Sells the portfolio of the provided services

Participates in the short to medium term strategic planning process and provides inputs to long term strategic goals

 

 Bachelor Degree, preferably industry relate

Highest Technical Product Certification

Relevant functional certificates (SLAs, ITIL ...etc.)

7 to 10 years of experience in Service Centres operations with a minimum of 3 years as Team Leader

Interested candidates can send their CV on samiya.newalfa@gmail.com, cvnewalfa@gmail.com