Eurotrader is looking to hire a Support Team Leader.

As Support Team Leader you’ll make an impact on:

• 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 your territory
• Responsible for regional KPI and SLA Compliance
• Develop and maintain relationships with internal stakeholders and managers
• 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

Additionally:

• Manage the Service regional budget, Manage the local offices budget,
• Assist in any service activity outside the EMEA region – according to the service group requirements.
• Identify customer needs. Explore, seek, and develop business opportunities arising from the existing install-base and the customers
• Prevent and report any technical escalation that is about to become a management escalation.
• Manage SR/CR support, site surveys, installations, upgrades, expansions, and integrations of Cognyte products
• Develop and implement measurement and control procedures to verify the regions’ objective accomplishment.
• Setting local team’s and personal objectives in conformity with the service organization objectives.
• Conduct employees’ evaluation.
• Employees’ recruitment – involvement in candidates’ interviews and recruitment process.

Requirements

Your toolbox

• Education in the field of Telecommunications Engineer, Electrical Engineer or Equivalent
• High interpersonal skills, independent & self-reliant character with good initiative with excellent communication skills in English language
• Experience as a support team leader position
• Ability to manage a team of international and disperse group of highly technical engineers
• Deep technical background, including strong understanding of computer and networking architecture.
• Ability to work under pressure
• Strong collaborator and communicator. Ability to build long-term relationships and trust.
• Able to work effectively as part of a team
• Excellent communication skills, verbal and written
• Ability to work under high pressure
• Organized and methodic
• Able to view the big picture without losing the details
• Excellent English
• Ability to travel about twice a Quarter (Europe)