Field Operations Team Leader (Albania)
We are seeking for a committed Field Operations Team Leader with embedded customer-thinking at every level to successfully adopt, implement & expand Printec's CS Strategy within the team of his/her responsibility and maintain trusted relationships with our customers.
Responsibilities
- Supporting and assisting in continuous performance improvement of the service delivery process, including the development and refinement of departmental policies and procedures consistent with Group Service quality management process Spare parts management in terms of repairs, ordering and keeping minimum stock quantity.
- Diagnostic and internal repair of Printec and customer equipment.
- Create plans for projects rollout and PMs, arranging the plan with the clients and follow up the execution within the Field Operations team.
- People management: Being involved in staff recruitment and appraisals; training staff to deliver a high standard of customer service; leading and supervising a team of customer service staff
- Providing new initiatives to improve quality and effIciency of department.
- Visiting customers to provide a one-to-one service (corrective and preventive maintenance) and IMAC services.
- Handling customer complaints or any complex incidents and coordinate internally and with 3rd parties the resolution of issues; keeping accurate records of discussions or correspondence with customers.
- Manage and plan everyday service and project based trips for his team in coordination with customers, Help Desk/Backoffice and CIT companies.
- Presales activities within his competences, supporting the RFPs with CS related cost, maintenance contracts preparations and check.
Requirements
- Degree in Technology
- 5+ years working experience
- 3+ years of experience in management of technical services preferable in Information Technology, Banking or Telecommunications sectors
- 3+ years of experience in delivery of IT integrated solutions and Transaction automation business will be considered a strong asset
- Good command of local and English language
- Active driver`s licence B-category
- Analytical thinker with a proven ability to translate complex business needs into feasible, valuable solutions
- Awareness of industry’s latest technology trends and applications
- Good communication & presentation skills
Benefits
We are offering a competitive salary, flexible working hours, an inclusive, caring and friendly work environment, opportunities for growth and career development in a fast-changing and dynamic IT sector in a team of dedicated, ambitious and team-oriented professionals.