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Service Manager

Job Title: Service Manager
Contract Type: Contract
Location: Singapore, Singapore
Industry:
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

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.

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