Detailed Job Description
Service measurements and responsibilities towards customers:
- Ensure handling the Key account customers upon the set of procedures.
- Identify customer needs. Explore, seek and develop business opportunities rose from the existing install-base and the customers.
- Monitor and ensure compliance with the service contracts level agreements: response & resolution times, MTTR, RMA commitments.
- Prevent and report any technical escalation that is about to become a management escalation.
- Follow up of all open SR/CR, perform promptly the necessary actions to correct and repair the problems.
- Manage regional resources - human, material and tasks. Optimizing resources allocation for SR/CR support, site surveys, installations, upgrades, expansions and integrations of Cognyte's products.
Responsibilities towards Local offices:
- Represent the local office inside the company.
- Ensure knowledge delivery process to the Local service offices and personnel, map, and monitor the current knowledge level in the region and seek ways to constantly improve it.
- Escalation and prioritization of internal technical & resource issues in the regions towards the organization.
Service's Standards, Quality, Control and Efficiency:
- Ensures all activities are performed in conformity with the relevant Service instructions and procedures, installation plans at a time coordinated with the customer.
- Setting local team and personal objectives in conformity with the service organization objectives.
- Conduct employees evaluation.
- Employees recruitment involvement in candidates interviews and recruitment process.
Service Internal Responsibilities:
- Identify customer needs and encourage him, in full cooperation with the Sales department, to purchase suitable hardware and software upgrades.
- Familiarity with the Region's/customers Critical open service requests and ensuring that service
- requests are fully logged by the local service tiers, handled by local regional service, Tech Center and PDD.
- Coordinating projects activities with the project management and with the relevant Desk Managers.
- Assist in any service activity outside the EMEA region according to the service group
- requirements.
Requirements:
Responsible for managing all support related aspects within his/her region and team, including customer management, People management, Service Requests, and Critical Event Management.
Skillset
- Deep technical background. Knowledge of operating systems, networking and cyber networks
- Excellent communication skills, both internal and external, verbal and written
- Ability to manage a team of international and disperse group of highly technical engineers
- Ability to work under high pressure
- Organized and methodic
- Accountability and passion
Scope
- Serve as the customer main POC. Maintain good working relationship with respective customer managers
- Manage a team of 3-6 Field Service Engineers
- Responsible for implementing the Global Support methodology within his/ her territory
- Responsible for regional KPI and SLA Compliance
- Manage critical events
- Identify, Initiate, and drive support related process and product improvements
- Accountable for CSAT (Customer Satisfaction) level, VoC (Voice of the Customer) and Customer relationship for the support domain. Plan and implement tactics and procedures to improve it
