Cognyte Service Manager/Support Team Leader 

India, Haryana, Gurugram 

628225550

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.