Cernusco sul Naviglio
Ingenico is a global leader in the Fintech market, with more than three decades of experience. Its footprint gives scale to its projects and talent.
Innovation is part of our DNA, and our diverse community of experts keeps anticipating the evolution of commerce worldwide.
We are shaping the future of payment.
Our team comprises 8,000+ people spread around the globe, representing 78 different nationalities. We are proud of the diversity and professionalism of our employees.
Whether they work in technical or business support functions, they all contribute to our success as the global leader in seamless payment.
We believe in making the company and its people successful, together.
In our office in Cernusco, Italy we are currently looking for :
Field Service Network Coordinator
About the role
The main purpose of the role is to supervise internal and external technical network and support teams to ensure high quality service is delivered to Ingenico clients and all contractual SLAs are kept.
Key responsibilities :
To supervise and control the external technical network (with more than 400 technicians) to perform on site activities according to contractual SLA, ensuring and verifying the correct execution of the required activities, monitoring the KPIs and implementing any corrective actions.
To manage full invoicing process,
To identify potential new partner and to manage contract phase,
To escalate promptly any issue to Service manager,
To manage, lead and coordinate the internal technical network (around 15 technicians) on daily field services activities according to contractual SLA.
To be responsible to achieve high motivation of every individual resulting in a best performing team, achieving highest efficiency and efficacy of the internal organization,
To manage the internal technical support team (2 resources) in collaboration with the Customer Service Manager in order to provide best in class support service, including also the definition of guidelines and policies.
To monitor the performance of the service network,
To manage the relationship with external suppliers,
To coordinate the internal network (direct field service and technical support),
To be able to propose and negotiate contracts with service providers,
To ensure that all services are constantly monitored,
To know how to implement corrections and improvement actions to ensure the efficiency of services,
To act as an escalation point for all requests and incidents of the technical and support network in collaboration with the other departments of Ingenico,
To continuously improve the relationship with external partners.
Leadership skills and good attitude to work in team
Proficient in MS tools, in particular with Excel
Exceptional interpersonal skills
Problem solving attitude
Good written and verbal communications skills in English