Technical Support Manager

Description du poste

Onze opdrachtgever is ¡¦s werelds grootste PC-leverancier en het snelst groeiende bedrijf in de IT-sector. De direct sales organisatie garandeert zijn klanten de beste prijs/kwaliteit verhouding. De organisatie is gevestigd in Amsterdam en biedt zeer goede doorgroeimogelijkheden op termijn.

Om verdere groei te realiseren zijn wij voor deze opdrachtgever op zoek naar zeer gedreven:

Technical Support Manager Client Products
DEPARTMENT: Technical Support Client
REPORTS TO: Regional Customer Services Director
CATEGORY: Managerial

GENERAL SUMMARY
Responsible for overseeing all personnel within a Technical Support organization. Establish and maintain lines of communication with sales team to discuss operation, service and technical issues. Ensure that technicians are current with the latest upgrades and/or new releases. Work is reviewed by higher level management to measure meeting of objectives and providing effective customer service. Administer company policies that directly affect subordinate employees. Participate with other senior managers to establish corporate strategic plans and objectives. Make final decisions on administrative or operational matters and ensure operation(s) effective achievement of objectives. Erroneous decisions will have a serious impact on the overall success of functional, division, or company operations. Manage overall call center infrastructure, including infrastructure to support Enterprise products

PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Resolve and direct technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.
2. Ensures training is provided to staff and functional groups to assure quality support to customers.
3. Coordinate tasks of technical support teams to keep work flow consistent.
4. Provide general management to lower level managers or direct management to skilled nonexempt employees (i.e. agents).
5. Excellent interpersonal and leadership skills in directing employees to provide superior service.
6. Excellent leadership and coaching skills in directing employee group to accomplish daily tasks.
7. Excellent organizational skills to keep work flow consistent.
8. Excellent planning and follow through skills.
9. Provides leadership to group by setting clear objectives and making work assignments appropriate to meeting overall Customer Service requirements.
10. Direct and control the activities of a broad functional area through several department managers within the company having overall responsibility for planning, budgeting, implementing and maintain costs, methods and employees.
11. Delegates work, trains group, monitors performance and recommends HR changes.
12. Is a member of the Services Management Team and regularly attends meetings to discuss business direction and organizational topics.
13. Drive continous Business Proces Improvement in the team.

COMPETENCIES (each heading to have description and pick list)

„« Managing Work
„« Customer Focus
„« Drive for Results
„« Managing and Developing Yourself
„« Dealing with Ambiguity
„« Strategic/Longer Term Contribution
„« Business Acumen
„« Managing and Developing People
„« Building Effective Teams
„« Developing Direct Reports


INTERACTIONS
Interacts daily with LOB Support Managers and direct reports. Exchange of information is required to provide direction and leadership of group. Coordinates activities of group and regularly liaises with Services Management Team to discuss support policies and strategic direction. Communicates directly with customers, when necessary, in the case of advanced queries or for updates on escalated issues.


OTHER (May include information such as requirement for extended travel, etc)

Based in Amsterdam.
Frequent travel needed to the BU in Belgium.
Requirment to speak Dutch and Enlish fluently.

Geboden:
Er wordt een dynamische loopbaan aangeboden bij een wereldspeler in de ICT. Naast een goed basissalaris wordt een aantrekk

Informations supplémentaires

Statut

Inactif

Formation requise

HBO, Universiteit

Lieu

à l'échelle nationale

Secteur

Marketing / Communication / Publicité / PR, Informatique / Télécommunication, Entretien / réparation, Management, Vente

Permis de conduire FR/EU exigé

Non

Voiture exigée

Non

Lettre de motivation exigée

Non

Langues

Néerlandais