Customer Service Manager - France

Contenu de l'offre Customer Service Manager - France chez Nomad Digital

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We have an exciting opportunity to join our OM division as Customer Service Manager. The Customer Service Manager is accountable for maintaining and delivering the Service Management activities for the client base of the France region. They will be responsible for delivering the services of the team in line with good service practice based on the ITIL Service Management Framework and achieving the performance metrics of the contracts in place. They are responsible for the co-ordination of the delivery of services from the associated technical and service teams and ensuring a cohesive, high quality service is delivered to the end customer.

About Nomad Digital

Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry. Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers - in more than 40 countries - Nomad designs, builds, deploys and manages passenger Wi-Fi and on-board passenger infotainment systems. Nomad also provides remote online condition-based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy.

Essential Duties Responsibilities:

Internal single point of contact for clients in the region Hands on management of Major Incidents Problems Management of actions to reduce Incidents Problems Handover point between Project Delivery and Operational Maintenance in the region. Responsible for the handover of service metrics to the regional Account Managers for customer review. Planning resources to ensure the service across the region is maintained and delivered within the SLA’s of the customer contract. Managing all Feld Service Staff within the region including hiring, staff appraisals, holiday planning, shift rotas and working patterns, staff monitoring and mentoring, planning training activities and staff discipline. Service expert /reference for senior management customers of the region Scope of service related metrics SLA Technologies used Trends and issues Activities being undertaken that affects service performance. Maintaining and updating a risks opportunity analysis for each customer in the region. Take full responsibility for the Life Cycle management process for each customer Take part in the CAB process for any changes taking place for customers in the region. Create, agree maintain a disaster recovery process for each account in line with the objectives of the contract and in line with good practice within the company. Recognise the business impact of service quality issues and manage the resolution to customer satisfaction. Ensure Service Integrity is maintained through appropriate logical and physical security controls, demonstrate appropriate audit adherence. Manage the supply of any services delivered by 3rd parties within Operational Maintenance. Identify out-of-scope requests by the customer and co-ordinate cost and provide estimates for the Account Manger to present to the client or Management as necessary. Provide regular agreed updates on service issues to the Regional Sales Director. Oversee appropriate capacity management ensuring there is no unexpected impact to the service due to growth. Ensure stock and spares are being managed in line with account requirements. Ensure items returned for RMA are managed in line with the company policy Work with the management team to develop and improve processes within the area and ensure process adherence within the team. Hold regular team meetings to ensure company communication reaches all staff within the team. Ensure that the team is kept up to date with plans, risks, issues, initiatives, HS communications and obtain general feedback from all staff to help improve the operational effectiveness of the team. Provide input into bid and pricing activities to assist the Bid and Sales teams.

Qualifications Experience Needed:

Degree preferred Some experience of planning and running projects. Some experience of investigating and advising on less complex and non-contentious employee relations cases. Experience of dealing with the needs of a diverse workforce, including a range of skills and roles. Experience of working in a fast-paced, customer-facing environment. Experience of managing and developing a team. Experience of supervising and assigning work to others.

Other Essential Requirements:

Good understanding of ITIL / TL9000 / X60-000 standards Languages : French (required) and English (required) Travel Required: YES 60%

Key Behaviours:

Attention to detail Ability to work well in pressurised situations Excellent customer service Ability to work to set deadlines Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers Excellent computer proficiency (MS Office – Word, Excel and Outlook) Ability to think proactively in a fast-paced environment Ability to multitask effectively ensuring timelines are met