Services Enablement Manager (Currency Technology) at Giesecke+Devrient

KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):

• Ensure G+D and SP continually exceed customer expectations in the provision of services, pro-actively take service quality initiatives or roll out excellence initiatives taken by the Customer Support Manager.
• Ensure redundant service coverage by SP.
• Organize G+D support for day-to-day (SP) Services and pro-actively manage major support issues.
• Clearly and consistently communicate the expectations of G+D to SP and continually improve the service delivery quality of SP
• Pro-actively identify ongoing SP training needs (tools, service and technical training) and mobilize the required G+D resources to provide this training.
• Track and communicate training needs and progress.
• Roll-out of (new) G+D tools and processes with SP (or SP tool access at G+D if applicable).
• Ensure SP and G+D teams have the required access and knowledge for seamless collaboration and customer support.
• Responsible for the management and filing of all SP documentation (agreements, partner database, access and tools, reports, communication) - not limited to but including:
• SP skills and certifications
• SP contact information
• Site installation data (location)
• Service records by:
• Country Machine Serial
• SPCustomer
• Part Usage data

ACADEMIC QUALIFICATIONS:

• Related NDip/ Degree

EXPERIENCE:

• Minimum of 5 years’ experience in the distribution sector (e.g. IT, cash processing systems).
• Minimum of 5 years’ experience and proven track record managing channel partners and/or vendors.
• Minimum of 2 years in Service Delivery Management
• Minimum of 3 years’ experience and a proven track record in channel sales.

KNOWLEDGE, SKILL & ABILITIES:

• Excellent communicator, able to explain complex subjects to a varied audience – facilitate training.
• Able to summarize data and present it in an easy-to-digest and convincing format.
• Be able to filter complex issues into the correct area of concern (e.g. Software, Hardware, Calibration, Quality…)
• Excellent people skills – able to drive teams to execute
• Self-directed and motivated
• Strong problem solving and analytical skills
• Advanced computer literacy
• Data analysis – able to draw conclusions from available service related data
• Be able to work under pressure