Job Summary

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 :

Employment Type :

Full-time

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 :

Employment Type :

Full-time

Key Skills

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About Company

Ghobash Group

Established in 1981, Ghobash Group stands as a distinguished UAE-based conglomerate renowned for its highly diversified and progressive business ventures. With a robust portfolio spanning eight pivotal sectors, including a strong focus on Technology, Energy & Utilities, and Healthcare ... View more

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