Job Description

Responsibilities:

The ideal candidate possesses superior project management and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.
Identify, build and maintain relationships with customer's internal management.
Act as single point of contact for operational issues.
Coordinate technical issues and customer needs.
Represent customer needs to company 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 rocesses and procedures.
Provide status reports to company management.
Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal company personnel.
Project manages customer facing projects and internal advanced service improvements.

Requirements:

Typically requires a BS/BA degree or equivalent
With 5-8 years related customer support experience, project management experience or basic business experience.
Strong communication and influencing skills. Good presentation skills.
Demonstrates thorough understanding of business processes.
Demonstrates ability to engage cross-functional resources to solve customer issues.
Understanding of pertinent software applications used for reporting and researching.
Attention to detail a must.
Ability to use PC/phone/pager for frequent communication.
Ability to prepare presentations.
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.

Job Title:	Service Manager
Contract Type:	Contract
Location:	Singapore, Singapore
Industry:	General IT
Salary:	Negotiable
Start Date:	ASAP
Reference:	178480_1509005834
Contact Name:	May Anne Ramos
Contact Email:	mayanne.ramos@peoplebank.asia
Job Published:	October 26, 2017 16:17

Service Manager