Technical Team Leader - Jakarta, Indonesia

Job Description

Technical Team Leader 
Manage service related issues and customer accounts, support remote sites, implement service process control, service logistics process and perform service admin/CRM analysis.
Execute and support the deployment aspects of complicated analytics and communication solutions.

Principal Duties and Essential Responsibilities

  • To integrate & ensure that our solutions are operating properly with minimum disruption to the customer.
  • Assume the role of front-end project manager when requested by the management. Work in conjunction with the prime (appointed) project manager.
  • Provide support to the pre-sale team and when needed conduct demos independently
  • Install, upgrade, troubleshoot and service our proprietary hardware/software from remote & onsite.
  • Resolve all outstanding deployment issues within our committed response times and to escalate any issues that are unable to be resolved promptly to the abroad BO using accepted company procedures, follow through to closure.
  • Travel to customer sites as necessary to perform tasks as assigned by the management.
  • Maintain customer relationships, always keeping in mind that the customer is our first priority.
  • Contact end users and keep the customer apprised of progress and problem status according to current procedures.
  • Alert the manager of any customer complaints or potential customer dissatisfaction.
  • Maintain a high level of product knowledge.
  • Perform other duties as assigned.
  • Be prepared for frequent travels when needed.   
  • Responsible of customer satisfaction level; plan and implement tactics and procedures to improve it.
  • Plan and implement a pro-active procedure to improve the awareness and the responsiveness of the local service office and personnel to customer needs (For example by focusing on a specific account, building task forces, improving service procedures, etc.).

Plan and ensure that periodical preventive maintenance is done according to the Customers' service contracts.

  • Follow up of all open service requests, tasks and RMAs, perform promptly the necessary actions to correct and repair the problems.
  • Follow-up corrective action activities and communicate status on a timely basis.
  • Monitor and ensure compliance with the service contracts level agreements: response & resolution times, MTTR, RMA commitments, as per KPI measurements.
  • Main and Direct responsibility of the special customer defined as per specific contract SLA.
  • Plan and implement an optimized regional spare part purchasing plan, inventory policy and standards
  • Prevent and report any technical escalation that is about to become a management escalation.

 
Service Standards, Quality, Control and Efficiency

  • Ensure all activities are performed in conformity with the relevant service instructions and procedures, installation plans at a time coordinated with the customer.
  • Submit a Bi-weekly report at the beginning of every second week, describing the activities taking place in the country, planned activities, trend analysis, any open issues and action items to be taken in order to resolve them.
  • Maintain the CRM data fully up-to-date.
  • Develop and implement measurement and control procedures to verify the account objective accomplishment.

Technical Qualifications

  • Electronics, software engineering / practical engineering degree.
  • Extensive operating system knowledge and understanding (Linux, Windows)
  • Packet data and circuit switch networks knowledge and understanding (LAN, WAN, VOIP, SS#7, SIGTRAN, GSM, LTE)
  • Practical experience with enterprise servers hardware (Client, Dell, Client)
  • Familiarity with virtualization technologies (VMware, Citrix, Hyper-V)
  • 2-4 Years' experience as an Integrator.
  • Technical troubleshooting skills.

Advantage

  • Practical experience with communication equipment integration and configuration.
  • Familiarity with SQL and DBMS (Sybase, Oracle, MS SQL)
  • Familiarity with storage solutions (NetApp, EMC) and technologies (SAN, NAS)
  • Practical experience with IP / Telephony analysis tools for complex network problems troubleshooting (e.g. Wireshark, Sunset, GL).
  • MCSE and Cisco certifications.
  • Ability to write technical documentation.
  • Experience in managing technical support / deployment teams.

Personal Qualifications

  • Very good interpersonal skills.
  • Customer oriented approach and experience.
  • Highly committed and responsible, independent and able to take initiative.
  • Multitasking capabilities.
  • Systematic Vision.
  • Self-learning capabilities.
  • Ability to work non-regular hours.
  • Languages: fluent technical English is mandatory.

About XML International

XML International is a leading global provider of human resourcing and recruitment services to telecom, technology, cyber securty, engineering and financial services companies worldwide.

Get in touch

XML International
Derbyshire House
St. Chad's Street
King’s Cross St. Pancras
London WC1H 8AG
United Kingdom

Tel: +44 (0)20 3949 8321

Fax: +44 (0)871 218 6824

info@myxml.co.uk

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