DESCRIPTION :
We are seeking a highly motivated and experienced Customer Support and Project Engineering Team Leader to manage and lead a cross-functional team dedicated to delivering tailored development solutions and providing exceptional customer support. In this role, you will work closely with internal stakeholders and customers to drive the success of custom development projects while ensuring customer satisfaction and support excellence. You'll be managing a dynamic and collaborative team, where innovation, customer focus, and technical excellence drive everything we do., Team Management
* Lead and manage a cross-functional team of customer support and project engineering professionals.
* Guide and coach team members to enhance their technical and soft skills, ensuring efficiency and improved customer satisfaction.
* Set objectives and conduct periodic performance reviews at both team and individual levels
Customer Support Leadership:
* Lead the customer support team in providing top-notch service to clients through various channels (email, phone, live chat, etc.).
* Ensure customer issues are handled promptly, efficiently, and professionally while maintaining a high level of customer satisfaction.
* Manage support escalations to ensure timely resolutions as outlined in the escalation procedures and deliver effective internal and external reports, including Root Cause Analyses (RCA).
* Develop and implement customer support strategies to improve the overall customer experience and retention.
* Provide guidance and training to support team members, ensuring they have the necessary tools and knowledge to resolve customer queries.
* Track and analyze support metrics, identifying areas for improvement and optimizing team performance and customer experience.
* Responsible for the delivery process, delivery platform and managing the deliveries of maintenance updates to customers worldwide.
Project Engineering Leadership
* Lead and oversee the development of custom software solutions tailored to the unique needs of clients, using Enea DPI Technology in heterogeneous environments.
* Collaborate with the product management team and R&D to ensure timely and high-quality delivery of projects, while keeping consistency with existing Enea DPI products.
* Work with stakeholders to gather and analyze customer requirements and translate them into clear development objectives.
* Propose technical solutions and evaluate development costs and schedule. Write SoW in collaboration with sales and pre-sales team members.
* Project management for projects to ensure alignment with development process, quality metrics and committed delivery dates.
* Ensure delivery content, binaries, documentation and training, is compliant with what was agreed with customer.
Code d'emploi : Ingénieur Principal (h/f)
Domaine professionnel actuel : Cadres de l’Ingénierie
Niveau de formation : Bac+3
Temps partiel / Temps plein : Plein temps
Type de contrat : Contrat à durée indéterminée (CDI)
Compétences : C (Langage de Programmation), JIRA, Logiciel Personnalisé, Deep Packet Inspection, Protocole Internet, LiveChat, Architecture de Réseau, Conception et Développement de Logiciel, Multithreading, Git, Technologies Informatiques, Anglais, Capacité d'Analyse, Leadership, Compétences Interpersonnelles, Résolution de Problèmes, Réseautage, Gestion du Stress, Attitude Professionnelle, Sens du Service, Sens de l'Organisation, Minutie ou Attention aux Détails, Esprit d'Équipe, Implication et Investissement, Motivation Personnelle, Réceptif, Innovation, Expérience Client, Service Client, Satisfaction Client, Gestion de la Performance, Rétention des Employés, Vente, Maintenance et Dépannage, Gestion de Projet, Avant-vente, Gestion des Produits, Gestion de la Qualité, Recherche et Développement, Gestion des Parties Prenantes, Métrique, Projet d'Ingénierie, Support Client, Budgétisation, Coaching, Management d'Équipe, Opérations Logistiques, Réalisation du Projet
Téléphone :
0140262119
Type d'annonceur : Employeur direct