Job Description Job Overview
Our client, we’re working with exclusively, Has an opportunity for a Support Contracts Manager with a passion for engineering and a good knowledge of software systems, networks and software development, to join their expanding team with leadership qualities. The Support Manager will be supporting customer-orientated solutions within the manufacturing and utilities sectors. They are looking for team players who can help fulfill its goals of growth and market penetration over the years ahead. Driven by the Industrial Internet of Things, They are well placed to embrace an exciting period of change in the provision of industrial automation, monitoring and analytical services and is looking forward to building additional team strength across all areas of the business.
Responsibilities and Duties
Working as a member of the Systems Support team to:
Ownership of the support function, driving initiatives and improvements to maximise customer satisfaction
Line management duties of Support Team members including employee appraisals
Identify team training requirements to fulfill customer support agreements
Management and reporting of KPIs within customer SLAs
Key decision maker in prioritisation, delegation and escalation of systems support
Develop the case management system to ensure effici...