Description
Global Support Center Europe - Escalation Management Office - Progress Manager (PL)
Sector Information
The Customer Service Organization is responsible for the installation, qualification, repair and maintenance of our client products at our customers' sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Service organizations (CS Field) perform these tasks at the customers within their specific region. The Global Support Center (GSC) is responsible for providing technical support to the local CS organizations in order to maximize our client product performance.
Position in the Organization
The holder of this position reports to the Manager CS WW GSC - escalation management office.
Job Mission
Help our partners in CS Field to meet customer commitments as defined in the SLA, by delivering dedicated escalation management to the most complex and business critical escalations coming into the GSC.
Job Description
Take the lead in organizing and managing an expert team
Identify and close gaps which slows down the time of resolution
Avoid tunnel vision in the team by enforce out of the box thinking
Chair and lead escalation meetings
Report and manage expectations of business lines, field and management
Be a representative for your continent(s)
Build and maintain a good relationship with the local teams
Represent the field towards marketing, program managers, account teams etc.
Offer help when the standard process is not sufficient at that moment
Be a consulting partner for the local teams on processes
Manage expectations
Report status of tools which are under CS responsibility
Report on different management levels regarding 'extreme long down tools' (>24h)
Communicate status of problem solving process to all stakeholders
Provide constructive feedback to drive for continuous improvement within GSC
Be the GSC process 'watchdog' and initiate improvements
Educational Level
BS or Master degree in engineering, or equivalent experience; knowledge of electronics, mechanics, optics, software, semiconductor processes, and related disciplines.
Experience
2 years of troubleshooting on technical level
Knowledge of our client products on a technical level
Experience within the client organization, specifically with CS, Industrial engineering and Development and engineering.
Experience in managing customer escalations and (internal) customer communication
Personal Skills
High sense of customer orientation
High level of personal ownership, initiative and drive
Capable of influencing people without formal authority, also at higher management levels
Able to keep focus on the big picture and take difficult decisions in the middle of a high pressure, business critical escalation
High level of stress tolerance
Flexible mindset: working hours, travel and work environments.
Strong communicator in English and Dutch (both oral and written).
Cultural awareness and the ability to work with different cultures.
Strong analytical and conceptual skills
Able to analyze working methods (processes), define and drive improvements
Michael Bailey International is acting as an Employment Business in relation to this vacancy.