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Customer Services Manager Belgium

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1. General

As Customer Services Manager within the Operations department of Tein Telecom SA/NV, you will manage a team of Customer Service Engineers and guaranty the profitability of all ongoing maintenance contracts, respect the SLA conditions and maintain customer satisfaction. You will organize your activities following the ITIL principles and the company processes in place.
The Customer Service Manager reports to the Operations Manager.

2. Responsibilities

2.1. SLA management

  • Manage the maintenance contracts of the company to guarantee their profitability.
  • Support the Sales Team during contract negotiation.
  • Validate contract conditions offered to customer.
  • Supervise and report about the respect of our SLA (Service Level Agreement) towards customer and Operations Manager.
  • Participate at customer meeting to present and defend maintenance related contract performances
  • Supervise third line maintenance contracts with suppliers and EOS (End of Support) announcement to be able to understand the impact on our contracts and take the appropriate actions towards our customer.

2.2. Operational Management

  • Take full responsibility for all maintenance related topics and activities after project acceptance by Project Team
  • Make sure hand over to Customer Services Team is done correctly by the Project Team.
  • Incident management: Manage the daily follow up of the customer tickets and the reporting towards customer and  Operations Manager.
  • Issue management: install and follow up action plans to manage issues, report internally and towards customers and suppliers. Manage subcontractors maintenance related activities and supervise their performances.
  • Guarantee that all maintenance contract conditions are respected by both the customer and Tein Telecom : supervise activities to guarantee SLA including help desk activities, spare availability and reporting.
  • Participate in recurrent ‘project planning’ meetings and collaborate closely with the project managers in order to understand the resource demands during project execution , be aware of the ongoing projects and prepare for future maintenance activities after project acceptance.
  • Guarantee that all necessary reporting information is available in order to:
    - Report customers about status on project evolution/problem resolution and preservation of the SLA conditions. 
    - Report the Operations manager about Quality of the Service and maintenance agreements.
  • Guarantee that all work is in line with the VCA policy defined within the organization to ensure that security of Human Capital in the field.

2.3. Functional management

  • Ensure the productivity and efficiency of the Customer Service Engineers.
  • Make sure that the team works “Customer minded” in line with the contract obligations.
  • Detect training needs, organize and follow up the outcome in order to maintain the level of competence for today’s and future activities.
  • Functional management of holiday’s, sickness, etc. of customer support engineers.

2.4. Customer Relations

Act as a point of contact for the customer during maintenance life cycle:

  • Responsible for client satisfaction concerning maintenance activities of the Customer Service Team.
  • Visit sites and customers, during ACT meetings or maintenance activities in order to:
    - Be identified by the customer as an escalation point for problems and issues around maintenance topics.
    - Improve customer relations.

3. The position’s requirements

3.1. Education & knowledge

  • Industrial engineer in telecommunications or ICT, or equivalent by experience.
  • Global knowledge of telecommunications/ ICT solutions, as implemented by Tein Telecom.

3.2. Work experience

  • 5 years professional experience in telecommunications/ ICT and experienced in people/ project management/ITIL management.

3.3. Required Skills

  • Management skills: strong personality, capable of leading and motivating a team in line with Company Strategy; problem solving attitude, decision making, conflict handling.
  • Fluent in French, Dutch and English.
  • Excellent, open communication skills, open minded, innovative.
  • Customer oriented : focused on the customer’s wants and needs.

4. Offer

Working for Tein Telecom means joining a dynamic and professional team of talented colleagues in a unique working environment : a modern green site in the heart of Brussels.
You will have the opportunity to join an organization which is active in offering state-of-the art technological solutions to business customers and to lead a team which daily faces high-end challenging environments.
Our employees are kept constantly up to date via technical and professional training programs. Tein offers an attractive salary package, with excellent extra legal advantages, including company car & group insurance.

If you would like to join our team, please send your CV with a covering letter to job@teintelecom.com

OR

Tein Telecom
Human Resources Department
Place des Bienfaiteurs, 7
Weldoenersplein, 7
B - 1030 Brussels
BELGIUM