Detalii loc de munca - România
Descrierea jobului - România
The RDC Care Program Manager (RDC CAPM) will be responsible for supporting all EMEA Care business regions ensuring that, in conjunction with the customer-facing Care PM Teams, operational and business objectives are achieved. The RDC CAPM will support the customer facing Care PMs by Coordinating maintenance contract implementation for Channels and Direct business Undertaking service contracts and performance reporting Driving excellent customer satisfaction in the post deployment domain. Ensuring that specific entitlement to maintenance business services are conducted in an efficient, accurate, cost-effective, timely manner. Ensuring profitability of Maintenance business in both Direct and Channels routes to market. The major areas of focus for the RDC Care Program Manager are to Drive maintenance contract implementation. Deliver Maintenance profitability through rigorous cost control. Take responsibility for customer satisfaction by ensuring operational excellence. Review service contracts and performance. Undertake post escalation analysis. Analyse install base information ensuring accuracy against contractual status and identify up scope opportunities. Analysis of operational performance relating to direct customers and Channels, and identification of any adverse trends. Responsibilities Primary responsibilities of the RDC CAPM
Creation of standardised performance reports from Maintenance tool (primarily Cockpit and CARES). Using Standard tools to produce Operational customer facing performance reports detailing ticket performance against agreed Service Level commitments. Customised reporting for Top 20 key customers. As above but formatted to meet specific customer requirements. Management of Channel mobilisation checklist for Maintenance. Ensuring satisfactory Channel mobilisation for Maintenance, tracking against pre-defined activities / tasks list. Maintenance performance monitoring of Channels. Ongoing performance monitoring of Channels against agreed performance criteria. CARES Management or equivalent. Relieves loading on customer facing team for Cares Management and Administration. Covers activity such as establishing Service agreement / Contract renewal tracking etc. Spare part planning and tracking. Creation of SSF document for RES team to plan spares + tracking of progress against RFS. SONAR management. Management and coordination of SONAR communication to installed base (bi directional). Network Auditing. Accurate network audits identifying supportability and End Of Life opportunities against Service Business Unit (SBU) product End of Life (EOL) guidelines. Analysis of network events to identify proactive pull-through opportunities. Pipeline creation for new Maintenance Business. Using qSort (Sales Force front end tool) to create new business pipeline reports. Adherence to mobilisation checklist for new business. Ensuring compliance of new business against Maintenance mobilisation checklists. Key Accountabilities Main KPIs for a RDC Care Program Manager Compliance with internal Operating Level Agreements (OLAs). Profitability on contracts improving Maintenance Variable Margins. Customer satisfaction associated with operational performance. Accuracy and timeliness of Contract renewal. Delivery of direct customer and Channel Partner mobilisation to time cost and quality parameters. Key Skills/Competencies Required Essential Skills for a RDC Care Program Manager Demonstrable English language skills both oral and written, Greater than two years experience in an operational customer facing environment is a plus, Knowledgeable on services portfolio, policies, and procedures related to maintenance business services, Demonstrates a passion to deliver continual service improvement and undertake personal development, Excellent interpersonal skills, Effective presentation skills, Broad and general technical product knowledge, Familiarity with financial concepts, management, and controls, Ability to work in diverse teams and on different levels, Utilization of project management methodologies, skills, and rigor to achieve outcomes, Ensures good internal customer relationship management, Data processing, Capability in Excel, PowerPoint, and Maintenance Data warehousing tools, Strong analytical skills, Understanding of Maintenance methodology. Desirable Skills For a RDC Care Program Manager Professional qualifications in ITIL, PMP, Prince 2 or equivalent would be an advantage, Second language German, Italian, Spanish or French will be an advantage.