KEY AREAS OF RESPONSIBILITY:

We are looking for a dynamic and energetic leader to strengthen our Customer Services organization in Indonesia. The person would report into the Customer Services Director.

• Position provides management and coaching support to employees in a designated territory within an area in order to meet customer Service Level Agreements (SLA); Monitor SLA performance against target for territory
• Manages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction
• Responsible for developing employees, promoting teamwork, and fostering open and effective communications; Effectively controls expenses and assigned assets
• Develop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, Service Coordinators, etc.)
• Perform root-cause analysis and preventive measures for repeated escalations; Analyze issues for missed targets and implement corrective actions; Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the Service Coordinator
• Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basis
• Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned personal part kit (PPK) and loaned (issued on a work order); Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments; Contribute to the review and revision of appropriate parts inventory levels etc
  

Contact

Chitralekha
Talent Acquisition - APAC
NCR Corp

hit-reply@linkedin.com