Deputy General Manager – International Service Support

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Job Title                    : Deputy General Manager – International Service Support

Qualification              : Any Degree

Experience                : Minimum 15+ Years

Mandate                    : From ATM Industry

Job Description:

  1. Would be responsible for Partner and their Engineer Management.
  2. Would be responsible for customer escalation, UAT & POC Sign off.
  3. Manage day to day field escalation, Customer queries and productivity.
  4. Will be responsible for having periodic service level meetings proactively with all Partner & Customer and ensure that we meet the SLA to avoid escalations and further business.
  5. Handling all support queries from customer & offer resolutions.
  6. Review of processes to ensure adherence to the agreed processes and Maintenance of the ATMs as per Vortex recommendations, like SW update, spares replacement on time etc.
  7. Ensure periodical MIS reporting to all our Partner Customer (Monthly/Quarterly etc.).
  8. Managing Partner / Customer relationship at all levels within the client organization ensuring delivery of committed service levels to customers. First point of contact to the Partner / Customer for all issues related to service.
  9. Pro-actively manage the receivables/collection from customer accounts.
  10. Work with various internal stake holders which include (Tech support, Engineering team and MFG.)

Mandatory Skills Required:

  1. Strong Management capabilities.
  2. Domain knowledge of ATM
  3. Excellent in verbal and communication skill.
  4. Details and result oriented.
  5. Good in relationship building and team building