Job Description
Provide customers a single point of local contact for operations and ensure customer service and KPI compliance. This supplements the formal call out mechanism of lodging support requests via the Motorola Network Operations Control Centre.
Manage and maintain operational services scope as per the contracts and ensure customers understand their obligations in regard to service deliverables and Motorola also meets necessary criteria.
Oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service.
Ensure that customers receive appropriate and timely reporting as required by the Contracts.
Lead regular service reviews and other forums to ensure that operational services and issues are managed successfully.
Ownership and resolution of operational issues including incident reports and follow up action items from system incidents, both internally and externally including conducting Customer briefings.
Definition and development of all operational supporting requirements and documentation for the introduction of new customers and services. This entails the transition of project to operations handover.
Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
Comply with Motorola Quality policies and practices.
Interact with the Service Provision Team ensuring constant awareness of service provision issues including specific customer activities such as, special operations events, customer service sign offs and transition activity development.
Good problem solving skills to handle the dissatisfied customers and decision making abilities to answer the critical client queries.
Analysing data or statistics to identify the customer service level the organization is providing.
Identify risks and issues that can apply to each maintenance agreement obligation and escalate to management.
Prepare a resource loading forecast for baseline support obligations that requires staff utilisation for staff capacity planning and business growth.
Basic Requirements
Essential:
Diploma / Tertiary Qualifications in Business Management, Engineering, Computer Science or equivalent.
Desirable:
ITIL Foundations V3 certification and/or PRINCE2 Foundation qualification.
Technical training in Electronics / IT or Radio Communications.
Travel Requirements
Under 10%
Relocation Provided
None