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Giesecke+Devrient is a global company that offers security technologies, both in the physical and digital world. Every day, billions of people benefit from G+D innovations in their personal and business lives. With around 11,600 employees across 32 countries, we develop, manufacture, and distribute products and solutions for the safeguarding of payment proce...
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KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):
- Maintain customer relationship
- Must be able to adhere to and meet with all customer Service Level Agreements
- Handle inbound calls as per company policy
- To repair, service and maintain machines at customer sites on a shift availability schedule
- To assist with troubleshooting and customer complaints
- Action and close all calls within customer Service Level Agreements
- Complete administration within time frames as per policies
- Must be able to develop and prepare reports providing feedback on service interventions
- Must be able to identify opportunities on improving work processes and recommend appropriate action or solutions
- Manage all allocated inventories (spare parts etc.)
- To assist with various projects as directed by management
- To comply to the Quality Management System
BASIC REQUIREMENTS
- Must be living in or willing to relocate anywhere in the country
- Must be in possession of a reliable vehicle
- Must be in possession of a valid driver’s licence
ACADEMIC QUALIFICATIONS:
- National Diploma/ B-tech / Degree in Electrical Engineering
- A + and N + Qualification
EXPERIENCE:
- 3 to 4 years electrical engineering working experience
- Essential to have experience in dealing with customers at multiple levels
- Must be able to work unsupervised and with a sense of urgency
PERSONAL ATTRIBUTES:
- Strong communication and open personality
- Must be able to communicate fluently and write reports in English
- Act with integrity and professionalism;
- Following instructions & procedures;
- Adhering to principles and values;
- Cope with pressure;
- Good administrative skills;
- Be able to work in a team as well as independently;
- Accuracy and attentiveness to detail
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KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):
- Maintain customer relationship
- Must be able to adhere to and meet with all customer Service Level Agreements
- Handle inbound calls as per company policy
- To repair, service and maintain machines at customer sites on a shift availability schedule
- To assist with troubleshooting and customer complaints
- Action and close all calls within customer Service Level Agreements
- Complete administration within time frames as per policies
- Must be able to develop and prepare reports providing feedback on service interventions
- Must be able to identify opportunities on improving work processes and recommend appropriate action or solutions
- Manage all allocated inventories (spare parts etc.)
- To assist with various projects as directed by management
- To comply to the Quality Management System
BASIC REQUIREMENTS
- Must be living in or willing to relocate anywhere in the country
- Must be in possession of a reliable vehicle
- Must be in possession of a valid driver’s licence
ACADEMIC QUALIFICATIONS:
- National Diploma/ B-tech / Degree in Electrical Engineering
- A + and N + Qualification
EXPERIENCE:
- 3 to 4 years electrical engineering working experience
- Essential to have experience in dealing with customers at multiple levels
- Must be able to work unsupervised and with a sense of urgency
PERSONAL ATTRIBUTES:
- Strong communication and open personality
- Must be able to communicate fluently and write reports in English
- Act with integrity and professionalism;
- Following instructions & procedures;
- Adhering to principles and values;
- Cope with pressure;
- Good administrative skills;
- Be able to work in a team as well as independently;
- Accuracy and attentiveness to detail
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KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):
- Correctly channel service support requests from External and Internal Customers (e.g. Sales) to the correct delivery teams.
- Handle external and internal customer escalations.
- Continuously and pro-actively provide communication and updates to all parties until service support requests are resolved.
- Act as the ‘firewall’ between Internal customers and operational teams, ensuring that Internal customers are timely provided with progress reports while delivery teams have absolute clarity on desired outcomes to achieve service excellence.
- Track all service support requests by category and priority using Kanban methodologies and tools. Optimize the request funnel. Prioritize requests while maintaining the optimal output flow (delivery rhythm).
- Provide real-time and historic support performance reports using dashboards and visualisations, ensuring all internal stakeholders are continuously aware of the service delivery status and performance.
ACADEMIC QUALIFICATIONS:
EXPERIENCE:
- Minimum of 5 years of experience in Technology Service Delivery
- Essential to have experience in dealing with customers at multiple levels
- Experience in sales can be advantageous to understand the need of (internal) customers
- Minimum of 5 years’ experience working in a geographically dispersed and multi-cultural team
- Proven track record in achieving the highest customer satisfaction
- Familiar with service delivery contract terms and conditions (SLA’s, delivery schedules)
KNOWLEDGE, SKILL & ABILITIES:
- Highly effective communication skills (face to face, written and telephonic)
- Structural thinker – able to look at the bigger picture to come up with effective solutions to address recurring issues (problem management)
- Excellent people skills – able to drive teams to execute
- Self-directed and motivated
- Strong problem solving and analytical skills
- Advanced computer literacy
- Experience with Agile / SCRUM methodologies highly advantageous
- Data analysis – able to draw conclusions from available service related data
- Be able to work under pressure
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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:
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
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KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):
- Ensure sustainability and growth of all account/accounts and providing frontline technical support.
- Retain and expand business to grow sales and profit margins to achieve business objectives.
- Attend training sessions Local, International and eLearning’s online – to develop the relevant knowledge and skills.
- develop existing and new customers through planned individual visits
- Liaison with clients to ensure that the clients are updated on the progress of their orders at all times
- Identify and resolve client concerns
- Prepare a variety of status reports, including activities, follow-up, and adherence to goals.
- Adhere to company policies, rules and regulations, sales and pricing guidelines, procedures, and image
- Provide training on the G+D products & services to customers either as classroom based or as train the trainer sessions.
ACADEMIC QUALIFICATIONS:
- NDip/ Bachelor’s Degree Sales and or Marketing
- Technical Qualification advantageous
EXPERIENCE:
- Minimum 5 years market related experience in solutions formulation, document preparation and sales. Knowledge of Cash Centre environment and operations
- Sound understanding of note counter and technical sales
KNOWLEDGE, SKILL & ABILITIES
- Ability to cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
- 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
- Self-motivated with an ability to navigate through ambiguity and bring a project to completion with limited directions
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KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):
- To establish and maintain effective working relationships with all internal and external stakeholders.
- To understand high-level technical architecture and be able to facilitate debate and drive decisions on appropriate solutions.
- To ensure that operational workflow requirements are produced to standard in a timely manner.
- To be responsible for the project administration and the production of project documentation, e.g., project plans.
- To monitor and manage the project processes and ensure that any elements which fail in the workflow are remedied.
- To track progress against milestones, deadlines and budget. To Report on these items to key stakeholders and to provide dependency information into the bank delivery team for their business projects.
- To anticipate, manage and resolve issues and act as the point of contact for the project.
- To use best practice risk management, assessing risks in an informed and considered manner and to plan for the mitigation of these risks.
- To run in-house projects on a day-to-day basis and take responsibility for their delivery using agile and more formal techniques as appropriate.
- Provide support and assistance in the promotion and adoption of Programme & Project Management best practices.
ACADEMIC QUALIFICATIONS:
- NDip/ Bachelor’s Degree in Information Technology, engineering or similar qualification
- Project Management qualification
EXPERIENCE:
- 5 years’ or more experience in Project Management
- Track record of delivering infrastructure projects within a technically complex and dynamic environment, specifically that required to support multiple business projects notably in the Cash Management industry. Experience of successfully engaging management and groups of technical and non-technical stakeholders.
- Working knowledge of Programme Management, e.g., Managing Successful Programmes (MSP), Prince2 and agile project management tools and methodologies.
- Experience of successfully managing the delivery of multiple projects.
- Experience of managing business change
- Able to demonstrate strong management skills including project management, financial management, change management and facilitation.
KNOWLEDGE, SKILL & ABILITIES
- Ability to cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
- Strong planning and organising skills including the ability to manage several work streams simultaneously.
- Determination and focus to drive projects through to implementation.
- Excellent communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally.
- Good influencing and persuasion skills with the ability to enthuse and inspire multidisciplinary teams and build successful relationships at all levels.
- Good team player, self-motivated and able to work on own initiative.
- Computer literate, able to quickly and efficiently use a wide range of common Office software including Word, Excel, Project and Power Point).
- Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.
- Ability to balance conflicting and changing demands through prioritisation and a pragmatic approach
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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
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KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES)
- Developing a forecasting model across all customer contact channels, factoring in seasonal activity by customers
- Produce accurate workload projections, resource gap analysis and resource plans to ensure the business can meet critical SLAs.
- Working closely with operational leaders to ensure the appropriate recruitment plans are in place.
- Managing shrinkage and annual leave bookings.
- Produce weekly schedules across the operation, monitoring adherence and effectiveness of schedules to continually improve and create accurate forecasts.
- Analysing data to provide opportunities to improve utilisation.
- Continuously analyse resource data to find opportunities to develop the resource allocation.
- Working closely with all relevant parties (Including Service Excellence department) to ensure that the planned job progress is feasible and complies with contractual documents.
- Review schedule trends to identify problem areas and recommend corrective action to management
- Manage training and development for technical arena including trainees
- Set-up and manage a more comprehensive trainee programme
- Ensure that performance reviews are conducted for the department
- Identify skills gaps and develop action plan to close gaps
ACADEMIC QUALIFICATIONS:
- Relevant technical qualification
EXPERIENCE:
- Experience in a technical resource planning role
- Mentoring and coaching co-workers
- Experience in data analysis
KNOWLEDGE, SKILL &ABILITIES:
- Prior experience managing teams
- 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
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KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):
Inside Sales Activities
- Responsibility for the gathering of key cost variables in order to build a cost sheet
- Will be responsible for preparing the cost sheet with an adequate mark-up and margin
- Prepare a proposal sheet with terms and conditions that may apply onto the deal
- Setup initial meetings with the Inside Sales Manager and Sales Team to review deal considerations and probabilities
- Create and maintain sales quotations and order confirmations in SAP and ensure the appropriate quote references are created
- Preparation of the Advice of Sale, the associated backing paperwork and internal sign off procedures
- The general activities are the preparation of meeting minutes, customer letters, internal and external presentations
Coordination and communication
- The incumbent will play a key role to ensure that the smooth interaction and proactive communication is achieved with all stakeholders from various departments or subsidiaries
- Will be responsible to interact with various departments to obtain key information if and when required
- Proactive and high quality status updates on order placement, project timelines, shipments, installations, training, invoicing and SAT completion
ACADEMIC QUALIFICATIONS:
- Matric Certificate
- NDip/ Bachelor’s Degree in Marketing or Business Administration
EXPERIENCE:
- 2 years of experience in similar position
- 2+ year experience in sales admin position
- Intermediate computer skills or knowledge e.g. MS office
- SAP applications skills
KNOWLEDGE, SKILL & ABILITIES:
- Excellent verbal and written communication skills
- MS office skills are key requirement (MS Word, Power Point, Excel, Outlook)
- Good analytic skills
- Telephone and email techniques and etiquette
- Self and professional motivation
- Planning and organizing capacity
- Act with integrity and professionalism as well as be accurate and pay attention to detail
- Must be able to cope under pressure
- Good administrative skills
- Be able to work in a team as well as independently
go to method of application »
KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):
- Maintain customer relationship
- Must be able to adhere to and meet with all customer Service Level agreements
- Handle Inbound Calls to per company policy
- To Repair, Service and Maintain machines at customer sites on a shift availability schedule
- To assist with Troubleshooting and customer Complaints
- Action and close all calls within customer Service Level Agreements and mean time to Respond
- Complete administration within time frames as per policies
- Able to develop and prepare reports providing feedback on service interventions
- Must be able to identify opportunities on improving work processes and recommend appropriate action or solutions
- Manage all allocated inventories (spare parts ect)
- To assist with various projects as directed by management
- To Comply to the Quality Management System
BASIC REQUIREMENTS
- Must be living in or willing to relocate anywhere in the country
- Must be in possession of a reliable vehicle
- Must be in possession of a valid driver’s licence
- Proficient in English, French and Portuguese
ACADEMIC QUALIFICATIONS:
- National Diploma/ B-tech / Degree in Electrical Engineering or Electro-mechanical
- A + and N + Qualification
EXPERIENCE:
- 3 to 4 years electro-mechanical working experience
- Essential to have experience in dealing with customers at multiple levels
- Must be able to work unsupervised and with a sense of urgency
PERSONAL ATTRIBUTES:
- Strong communication and open personality
- Must be able to communicate fluently and write reports in English
- Act with integrity and professionalism;
- Following instructions & procedures;
- Adhering to principles and values;
- Cope with pressure;
- Good administrative skills;
- Be able to work in a team as well as independently;
- Accuracy and attentiveness to detail
Method of Application
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