Service life & call center team leader

Role Statement: Be key element in incident resolution and active part of escalation path supporting both operational and commercial effort. Manage the team of LIFE.net and remote monitoring center Key Duties & Responsibilities - Own first time fix rate performance making sure escalation procedure activates properly and verify proper execution - Maximize MTBF for contract Customers - Directly manages and closes incidents being the direct point of contact for Customer and Field Team Leaders. - In case of key account or complex issues, timely involve EMEA Incident Management and Tech Support teams - Continuously look for opportunities to develop Vertiv role in managing the customer’s asset, especially with respect to lifecycle replacement. Discuss any action required with the appropriate non-contract sales manager. - In case of serious incidents, act a person in charge for the case solution managing with full authority field operations and resources. - Involve non contract sales team as soon an incident occurs to leverage on the potential commercial opportunity - Maximize the utilization of remote monitoring center for anticipating possible site issues and proactively contact the Contract Customers following the escalation path agreed on the Service Contract. - Investigate all customer complaints, agree remedial action and correspond with the client as appropriate - Ensure total discipline in the use of the ERP system and Wireless Field Automation - Provide 24 hours, 365 days a year mobile phone & pager support to engineers and the dispatching centers - Ensure that any activity, task and responsibility required by role in terms of the International Trade Compliance Regulation is managed and performed in full compliance with the Company ITC certification program itself JOB QUALIFICATIONS School background, basic skills, technical / functional skills: - Technical University Graduate or Air Conditioning or Electrical engineering high school diploma - Native in the local language; Good English - Technical / Functional skills - Minimum 5 years experience in Service Industry - Computer Literate - Able to manage people and coordinate/run projects - Well organized and able to work under pressure - Proven experience on a primary Service ERP system (Oracle, SAP,etc.) Attitudes - Must be able to balance several tasks and priorities at once. - Customer oriented