Services Coordination - Team Lead

The position is responsible for leading the team of service coordinators in managing the service accounts of POS & ATM, customers to enable the delivery of best in class service to our customers.

ABOUT THE OPPORTUNITY

• Liaisewith Dispatch Team Lead to ensure the satisfactory management of customer tickets/issues and timely closure of tickets to facilitate on-time billing. 
• Monitor preparation of billing ensuring calculations are accurate and applies corrective actions swiftly before dispatch  or the matter becoming an external  issue where applicable 
• Check/validate documents prepared by team members including customers’ billing, subcontractors’ 
  payments, quotations/sales orders, customers and partners reports 
• Respond to issues rolled up from team members ensuring thorough investigation where required to arrive at the best solution for the 
  
• complainant and the Company.  
  
• Assist the Senior Manager in addressing service issues referred to his desk
  
• Assist in the performance review of  sub-contractors as required 
  
• Monitor SLAs performance and flags for attention of Senior Manager areas of concern; 
  
• Participate in the review of  SLAs and make recommendations relative to improved terms. 
  
• Monitor supplier equipment warranty/warranty terms to ensure best deal for MC Systems and customers
  
• Supervise the preparation of warranty claims and liaises with suppliers for resolution.  
  
• Check and validate sub-contractors invoices for payment 
  
• Prepare/review reports required from the team ensuring accuracy and completeness in keeping with established reporting standards. 
  
• Coordinate with logistics for materials and product distribution to work teams/subcontractors/customers. 
  
• Coordinate and manage special projects within portfolio as required 
  
• Develop and communicate weekly work program for the team ensuring each team member is fully utilised and engaged. 
  
• Establish and maintain strong employee relationships with and among team members.  
  
• Monitor team members performance ensuring they comply with established policies, and operating standards; 
  
• provide timely feedback to address gaps identified  and/or to celebrate performance success 
• Contribute to conducting team members’ performance appraisals and setting performance targets. 
  

• Bachelor's degree in Business, Information Systems, or related discipline
  

• At least 3 years relevant work experience including product support, technical support.
• Fluency in spoken and written Spanish would be a distinct advantage.

PERSONAL ATTRIBUTES

• Able to quickly assess and understand the client’s point of view; and provides relevant solutions.  
  

• Expert knowledge of the administrative systems and processes of the Unit; good knowledge of customer service, proficient in the use of CRM and other department tools.
  

• Able to exhibit poise, composure and confidence when confronting stressful or high-pressure situations work well under pressure and complete assignments with a high degree of accuracy and at a superior quality level
  

• Comfortable interacting with staff and business associates at all levels. Demonstrates high degree of integrity including ability to successfully deal with sensitive or confidential information
  

• Proficient in use of oral and written English; working proficiency of Spanish.
  

• Able to use prescribed guidelines or alternatives in analysing situations; understands the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in different client environment
  

• Good people management skills with ability to coach, and keep team members engaged and motivated.
• Able to understand, adhere to, enforce and apply department policies and procedures