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Service Manager - Ticketing Systems

ID de l'offre R0041856 Date de publication 10/10/2019 Lieu: Pessano Con Bornago, Lombardie, Italy
Full time, Contrat à Durée Indéterminée (CDI)
L’Activité Mondiale Systèmes de Transport Terrestre fournit des solutions de signalisation ferroviaire pour les grandes lignes et les transports urbains, des systèmes intégrés de communication et de supervision, des solutions billettiques et les services associés.

Job Objective
The Service Manager is responsible of ticketing systems function, including customer service interactions, reports and repairs, assuring the relevant results. She/He provides the highest level of services to the Customers (and other functions) with a sales-minded attitude while developing long-lasting customer relationships.

Key Responsibilities
He/She will:
• Assure the proper performance of the ticketing systems function;
• Effectively manage team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out;
• Display extensive working knowledge of industry standards and practices, including product details and company services offered;
• Offer exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and promptly and professionally taking care of any customer concern or complaint;
• Ensure and provide services to the “Design & Deployment” Projects in terms of Installation, Test & Commissioning, Warranty, Maintenance (including troubleshooting and issues resolution);
• Assist with or perform administrative tasks;
• Develop working knowledge of industry and services regulations, restrictions and laws, and ensure service department adheres to all regulations;
• Set up and maintain service desk, including managing service desk team members and evaluating desk efficiency;
• Resolve service desk problems and improve current service desk methods to increase productivity and customer service;
• Monitor department issues and client complaints to define patterns and work to lessen those recurring issues;
• Regularly audit work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly and thoroughly;
• Oversee team members performing inspections, preparing reports, and doing repairs; if necessary, carry out these job duties personally to ensure highest quality of work.

Skills, Experience and Qualifications
Previous service and management experience in ticketing solutions in railways environment

• Strong Customer-facing skills.
• Fluency in Italian and English.
• Self-motivated.
• Creative problem-solving.
• The knowledge of one or more of the following Systems and related Services (Installation, T&C, Maintenance, Troubleshooting…) will be considered an asset:
          - Telecommunication Systems and IT Systems (Backbone Networks, IP, LAN/WAN, SDH, MSN, Tetra, GSM & GSM-R, LTE,…)
          - Operation and Maintenance Control Systems (SCADA, MMS, …).

Innovation, passion, ambition : rejoignez Thales et créez le monde de demain, dès aujourd’hui.

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Pessano, Italy

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