Job Detail

  • Job ID 8549
  • Remote Job No

Job Description

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)

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