Service Manager (Madagascar) at Giesecke+Devrient

KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES)

• Managing a team of service technicians, countrywide ensuring effective customer service support, aligned to the SLA
• Work closely with the recruiting team to hire high potential candidates from diverse background, and helping with onboard new team members
• Working with team members to set individual performance goals, and supporting them in meeting and evolving their goals and career path
• Triaging incoming workload, maintaining focus on priorities, and setting realistic expectations for both peers and team members
• Coordinating and communicating with other members of the G+D engineering teams on relevant projects, and contributing to the organizational strategy
• Continuously developing the roadmap of the team in alignment with the Technical team, and helping to draft and execute the team’s annual and quarterly plans
• Provide continuous feedback, address underperformance, and recognize the individual strengths and contributions of your team members
• Project managing new and existing initiatives
• Leading the definition, refinement, and execution of the processes through which the team leader performs work
• Leading incident response, diagnosis, and follow-up on machine issues customer site
• Create plans for prioritizing technical and resourcing challenges in your organization
• Ensure invoicing for all active projects/ and or Spare parts, staff time entries and expense reports are completed correctly on-time and reported to management on a monthly basis

BASIC REQUIREMENTS

• Must be fluent in English and French (Both written and spoken).
• Must have valid driver license
• Living or willing to relocate to Madagascar

ACADEMIC QUALIFICATIONS:

• Minimum Electrical Eng. Degree or B-tech Degree

EXPERIENCE:

• At least 5 years’ of experience in similar role
• Mentoring and coaching co-workers
• Experience interacting with customers and vendors at all levels

KNOWLEDGE, SKILL & ABILITIES

• Prior experience managing teams
• Willing and able to travel several times a year for occasional in-person meetings
• Project Management Fundamentals
• Problem Solving and Strategic Thinking
• Ability to work under pressure
• Strong communication skills (telephonic, written and presentation skills) essential
• Strong documentation skills
• Ability to multitask and prioritise workload
• Solutions-focused
• You have experience guiding teams through planning, prioritization, and execution of work
• Self-motivated with an ability to navigate through ambiguity and bring a project to completion with limited directions