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Customer Service Manager for the Parking and Mobility Segment, attached to the Argenteuil branch, reporting directly to the Director of Operations. SKIDATA is an international player in access control and ticketing, part of the ASSA ABLOY group.
Job Responsibility:
Manage hotline support activities, on-site corrective maintenance and preventive maintenance in line with the service's performance indicators (KPIs)
Manage your team (12 to 15 people), made up of hotline and field technicians covering all of France
Align staffing levels to ensure the appropriate level of customer service (daily resource planning)
Take charge of managing customer escalations
Evaluate adherence to the process and the quality of written work on tickets processed by employees
Inform and alert management in case of difficulties, disputes or anomalies
Measure the individual performance of your employees (1-to-1s, team meetings, call monitoring, coaching, evaluation grids, performance appraisals, development interviews, leave, skills management, etc.)
Identify and implement action plans (collective and individual) to develop employees' skills
Manage the activities associated with the delivery of services
Requirements:
Bac +2 to Bac +5 in electronics, industrial computing, networks, or equivalent
Significant experience of at least 5 years as a Technical Manager or Customer Support (calls and field interventions)
Skills in defining services, managing SLAs, and monitoring and updating maintenance contracts
Good command of access control environments, IP networks, monitoring or automation
Knowledge of ServiceNow (or equivalent CRM / ticketing tool)
Good level of English
Managerial and interpersonal skills: involved manager, excellent interpersonal skills, able to defuse conflict situations, know how to stay the course, proactive in suggesting improvements