.Sensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers, associates and the retail environment. We protect assets and people by helping to ensure a safe and secure environment throughout the entire customer journey.What you will doThe person selected will be responsible for quality Service Operations (service, maintenance, etc.) for our Innovative Security solutions in our retail customers worldwide. You will be the service manager of all Sensormatic Service Operations functions ensuring a successful technology roll-out and service.You will be responsible for enabling service excellence and customer satisfaction; this role requires a mindset of continuous improvement and operational excellence, and excellent customer orientation.How you will do itFollow up the deployment coordination of the Sensormatic solutions (RFID, CCTV, EAS and Fire Protection Products) with the customer and internal teams.Monitor and supervise customer support activities, to ensure that customers receive the highest standards of care and efficiency when resolving their problems.Review all open service cases daily for the assigned customers. Ensure they are assigned and scheduled properly.Create and review SLA performance & KPIs for service operations.Understand customer contracts and service commitments.Maintain and improve service quality activities.Work with Ops managers to create customer-facing reports on service performance for quarterly business reviews.Take corrective action to ensure service levels are being achieved.Provide an escalation point for all service-related issues. Work with partner support resources to resolve all escalated incidents.Identify opportunities for ongoing process improvements.What we are looking forBachelor's Degree in Engineering or Business or a related field.5+ years of work-related experience managing a large-scale service environment.Experience building and executing on a global service delivery team.Global experience with the ability to think across disciplines, industries, cultures, and scenarios.Ability to use Microsoft Office applications, such as Excel, PowerBI, Visio, and PowerPoint.English, high level. Another European language will be positively valued.SKILLS:Ability to prioritize and manage multiple tasks in a fast-paced support environment while serving a diverse group of internal and external customers.Strong communication skills to present and explain complex technical issues.Excellent diagnostic and troubleshooting skills, problem-solving abilities, and an ability to learn quickly.Customer-focused, exhibiting a strong desire to resolve issues to the customer's satisfaction in a timely manner
