Job Description
The Role – What will I be doing?
Reporting to the Lead In-Service Support Manager the role will be responsible for the day-to-day delivery of the In-Service Support Framework for SMD’s systems. You will be responsible for a specific set of SMD Clients and will work in close collaboration with the respective client KAMs to ensure Service delivery standards are met or exceeded to develop a world class In-Service support offering.
This role will be responsible for managing In-Service customer requests utilising the SMD Case Management system from initial receipt until close out. In addition, you will also be responsible for the delivery of the scope of Service Agreements or other In-Service Support frameworks for the client along with the management of service repairs.
You will be required to escalate key issues, risks, concerns etc., both internal and external to the Lead In-Service Support Manager and Head of Support for resolution.
To be successful in this role the In-Service Support Manager you will assist the Client in ensuring their operations can continue to be conducted safely and effectively. You will also ensure correct engagement with all SMD departments required to deliver world class In-Service support.
In addition to the above responsibilities, the In-Service Support Manager may a...