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Cognyte Service Manager/Support Team Leader 
India, Haryana, Gurugram 
628225550

08.08.2024

Service measurements and responsibilities towards customers:

  • Ensure handling the Key account customers upon the set of procedures.
  • Identify customer needs. Explore, seek and develop business opportunities rose from the existing install-base and the customers.
  • Monitor and ensure compliance with the service contracts level agreements: response & resolution times, MTTR, RMA commitments.
  • Prevent and report any technical escalation that is about to become a management escalation.
  • Follow up of all open SR/CR, perform promptly the necessary actions to correct and repair the problems.
  • Manage regional resources - human, material and tasks. Optimizing resources allocation for SR/CR support, site surveys, installations, upgrades, expansions and integrations of Cognyte’s products.

Responsibilities towards Local offices:

  • Represent the local office inside the company.
  • Ensure knowledge delivery process to the Local service offices and personnel, map, and monitor the current knowledge level in the region and seek ways to constantly improve it.
  • Escalation and prioritization of internal technical & resource issues in the regions towards the organization.

Service’s Standards, Quality, Control and Efficiency:

  • Ensures all activities are performed in conformity with the relevant Service instructions and procedures, installation plans at a time coordinated with the customer.
  • Setting local team and personal objectives in conformity with the service organization objectives.
  • Conduct employees’ evaluation.
  • Employees’ recruitment – involvement in candidates’ interviews and recruitment process.

Service Internal Responsibilities:

  • Identify customer needs and encourage him, in full cooperation with the Sales department, to purchase suitable hardware and software upgrades.
  • Familiarity with the Region’s/customers Critical open service requests and ensuring that service
  • requests are fully logged by the local service tiers, handled by local regional service, Tech Center and PDD.
  • Coordinating projects’ activities with the project management and with the relevant Desk Managers.
  • Assist in any service activity outside the EMEA region – according to the service group
  • requirements.

Skillset

  • Deep technical background. Knowledge of operating systems, networking and cyber networks
  • Excellent communication skills, both internal and external, verbal and written
  • Ability to manage a team of international and disperse group of highly technical engineers
  • Ability to work under high pressure
  • Organized and methodic
  • Accountability and passion

Scope

  • Serve as the customer main POC. Maintain good working relationship with respective customer managers
  • Manage a team of 3-6 Field Service Engineers
  • Responsible for implementing the Global Support methodology within his/ her territory
  • Responsible for regional KPI and SLA Compliance
  • Manage critical events
  • Identify, Initiate, and drive support related process and product improvements
  • Accountable for CSAT (Customer Satisfaction) level, VoC (Voice of the Customer) and Customer relationship for the support domain. Plan and implement tactics and procedures to improve it

Apply now.