Today Astra Zenaca has 3 L1/L2/L2,5 support engineers on the helpdesk. 

They would like to replace one the engineers by a a team leader. 

The team leader needs also to be able to work as support engineer as well,  3 languages ! Grand Bigard, on site. Long term mission (1 to 3 years)

Tasks :

• Manage the performance of services to customers ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded.
• Ultimate responsibility for ownership of all customers incidents or requests.
• Track the incidents to conclusion in line with SLAs, KPI’s and quality standards.
• Manage critical customers incidents, associated to customer communication, activities, and any appropriate escalations.
• Provide information about incidents analysis and KPIs.
• Build services relationship with customers and conduct service reviews for key customers.
• Review performance reports, identify & and define service improvements, service quality, and processes.
• Provide management and performance reports.
• Coordinate the team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members.
• Responsible to communicate quality parameters to operation manager.
• Follow-up of customer complaints with corrective actions at customer.
• People Management:
  • Recruitment

·         Management of rotation/evolution

·         Animation and motivation of his team

·         Organize annual team evaluation

·         Define training plan regarding customer and market needs

·         Management of team performance (Team results & productivity)