Customer Services – Digital Solutions Lead Engineer (Support Operations)

The Digital Solutions Lead Engineer is responsible for managing customer support operations, including communication, support strategy, and performance monitoring. The jobholder will oversee the implementation of customer support methods and policies worldwide and ensure efficient and timely delivery of support services.

Requirements

• Bachelor's Degree in Aeronautics or Mechanical Engineering, Information Systems, Information Technology (IT) or Computer Science
• Mastering of support operations (help desk), decision-making capability, skills for synthesis and ability to communicate in a strongly multi-cultural environment.
• Knowledge of Customer desk/Help desk processes and tools (such as SalesForce, TechRequest, ServiceNow...)
• Operations management
• Suppliers performance management
• Service Level management and performance management
• Experience supporting digital solutions with end user engagement and efficient handling of escalations
• Analytical and Problem Solving skills to identify and resolve customer issues
• Excellent written and oral communications with ability to facilitate and influence
• Personal Characteristics: willingness and ability to listen and learn, strong negotiation skill, strong analytical skills, persuasion skills, people oriented (ability to facilitate, collaboration skills), ability to embrace change and to work in a fast changing environment, team player in a transnational environment, product lifecycle experience using SAFe methodology would be a plus

Benefits

• Working methods and procedures updates
• Continuous improvement proposal
• Monthly preparation of SMB (Service Management Board)
• Knowledge base: the jobholder has to ensure all support actors have access to up to date documentation and procedures at any time
• Key Performance Indicators: the jobholder is responsible to provide KPIs showing the efficiency of the various support teams. Backlog synthesis, OUT OF SLA dashboard.