Service Manager

2 weeks ago


Cairo, Cairo, Egypt SSC Egypt Mea Full time

Responsibilities:

  • Ensuring the correct and proper delivery of customer support services to our customers.
  • Ensuring that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness.
  • Take ownership of customers issues and follow problems through to resolution
  • Guide the sales and presales team in any projects pertaining warranty and operations and maintenance contracts in terms of pricing, selecting and designing the suitable solution.
  • Taking ownership of customer service to increase the sales volume LoB Margins
  • Responsible for the financial and commercial performance of delivered customer support services
  • Ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness.
  • Follow agreed Services processes and standards
  • Act as escalation path for major and critical incidents to ensure service is restored urgently
  • Ensure Vendors amp; suppliers fulfil their contractual obligations, especially regarding SLAs for incidents, root cause analysis, monitoring trends and problem resolution.


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