Key Responsibilities
· Responsible for the day-to-day operations of the Customer Support department including management of budget, inventory and manpower resources
· Oversee the achievement and maintenance of agreed customer service levels and standards and take ownership of customers’ issues and resolve them through local resources
· Review and deploy strategies to ensure that Customers are supported in a timely and effective manner
· Collect and analyse statistics and compile accurate reports to monitor monthly performance indicators, assess the results and undertake improvement actions when necessary
· Build strong relationships with internal and external business partners
· Manage and control facilities, infrastructure and inventories required for service activities
· Recruit, guide and develop the Customer Support team
· Assist in building strong relationships with partners and third-party agents, ensure maintenance of those relationships and delivery of quality service on behalf of company on a daily base
· Evaluate partners and third-party agents service quality and pricing, and appoint and replace when necessary
· Responsible for insuring OSHA (Occupational Safety & Health Act) standards and company safety policies are complied with at all times.
· Conducts periodic audit of service work orders to ensure compliance with company and regulatory procedures
· Review the Quality Management System requirements and ensure operations are complying
· Control and deploy resources to achieve efficiency inside the region/function
· Approve or reject service invoices
· Approve or reject amounts incurred in the ordinary operations of the department
Bachelor in engineering, Electrical/Electronics/software
Recognized certification in Computer Technology or similar field
Prior experience in Marine or Shipping relevant environment
People Management experience