Service Manager

The Opportunity

• Act as single point of contact for operational issues.
• Coordinate technical issues and customer needs.
• Represent customer needs to company's post-sales support teams and applicable organizations.
• Monitor cases to ensure timely resolution (bi-weekly).
• Follow up on open action items and cases to ensure commitments are met.
• Provide customers with updates on hot or escalated issues.
• Coordinate and conduct weekly conference calls to provide status reports to customer and present quarterly reports to customers with analysis of customers support needs.
• Educate customers on company's processes and procedures.
• Provide status reports to company's management.
• Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal company's personnel.
• Project manages customer facing projects and internal advanced service improvements.

Your Background

The ideal candidate should exhibit the following skills and experience:

• With 5-8 years related customer support experience, project management experience or basic business experience.
• Strong communication and influencing skills. Good presentation skills.
• Demonstrates ability to engage cross-functional resources to solve customer issues.
• Ability to utilize tools for customer sat and gap analysis and makes recommendations to customer.
• Basic understanding of Cisco product and solutions.
• Basic understanding of project management. Basic understanding of business concepts
• CCNA or equivalent basic technical/networking knowledge
• ITIL desired attention to detail a must.

Interested candidates please submit your updated resume to mayanne.ramos@peoplebank.asia or apply online.