Customer Service Team Leader

Customer Service Team Leader with a strong track record in the Banking Financial Services and Insurance (BFSI) sector. The ideal candidate will lead a team of hardware engineers ensuring timely delivery of services preventive maintenance and technical support for banking systems while maintaining high customer satisfaction.

DUTIES & RESPONSIBILITIES

Team Leadership & Coordination:

• Lead mentor and manage a team of Customer Service System Engineers to ensure efficient service delivery.
• Assign daily tasks monitor performance and ensure adherence to SLAs.
• Provide guidance on technical issues and escalate high-priority cases to senior management.
• Conduct team meetings and training sessions to enhance technical skills and process compliance.

Hardware Installation and Maintenance:

• Oversee installation configuration and troubleshooting of hardware systems including Diebold Nixdorf Cineo and DN Series machines (CMD-v4 CCDM RM3 ATS RM4V RM4H CMDv6C CMDv6A) and related peripherals.
• Ensure all preventive maintenance (PM) plans are executed as per schedule and standards.

Technical Support & Problem Resolution:

• Monitor on-site and remote support activities to minimize downtime and optimize performance of banking systems.
• Analyze high-level escalations perform thorough investigations and provide permanent resolutions.
• Coordinate with vendor support teams for updates patches and hardware fixes.

Workshop & Spare Parts Management:

• Supervise workshop repairs ensuring compliance with supplier standards.
• Coordinate with logistics to manage spare parts inventory track consumption report shortages and ensure timely returns.

Customer Support & Service Call Coordination:

• Ensure prompt response to customer inquiries across multiple channels.
• Take ownership of escalated hardware issues and ensure effective resolution.
• Coordinate with the service desk for call scheduling update progress and report field challenges.

Quality Assurance & Compliance:

• Ensure all processes documentation and maintenance activities comply with internal and supplier standards.

Qualifications :

Education

• Bachelors degree in computer science Computer Engineering or Information Technology.

Experience

• 67 years of experience in hardware support within BFSI preferably with Diebold Nixdorf hardware and software solutions.

Additional Information :

Core Technical Skills

• Diebold Nixdorf Cineo and DN Series machines (CMD-v4 CCDM RM3 ATS RM4V RM4H CMDv6C CMDv6A) and related peripherals.

Soft Skills

• Strong leadership mentoring and team management skills.
• Excellent verbal written and listening communication skills in English.
• Ability to quickly learn and adapt to new technologies tools and processes.
• Strong analytical and problem-solving abilities.
• Proactive organized and capable of managing multiple priorities in a fast-paced environment.

Compliance with policies and procedures based on the ISO standards adopted by CNS.

Remote Work :

No

Employment Type :

Full-time