Field Service Manager

Central Parking; Argenteuil; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

Une entreprise internationale en contrôle d'accès recherche un Responsable du Service Client à Argenteuil. Vous serez responsable de la gestion de l'équipe de support, de la maintenance corrective et préventive, et de la satisfaction client. Les candidats doivent avoir au moins 5 ans d'expérience en gestion technique et d'excellentes compétences interpersonnelles. Des avantages tels que des tickets restaurant et une mutuelle d'entreprise sont offerts.

Prestations

Tickets restaurant

Mutuelle d'entreprise

Compte Épargne Temps

RTT

CSE

Qualifications

• Au moins 5 ans d'expérience en tant que Responsable Technique ou Support Client.
• Capacité à évaluer la qualité du travail écrit et de la performance des employés.
• Compétences en gestion de SLA et mise à jour des contrats de maintenance.

Responsabilités

• Gérer les activités de support hotline et de maintenance préventive.
• Diriger une équipe de 12 à 15 techniciens hotline et terrain.
• Évaluer et planifier les niveaux de personnel pour garantir un service client adéquat.

Connaissances

Gestion de contrats de maintenance

Connaissance des environnements de contrôle d'accès

Compétences en gestion d'équipe

Anglais courant

Formation

Bac +2 à Bac +5 en électronique, informatique industrielle, réseaux

Outils

ServiceNow

Description du poste

A subsidiary of the ASSA ABLOY group, a world leader in securing digital transactions, SKIDATA is an international player in the field of access control and ticketing. With more than 1,500 employees and 10,000 installations worldwide (ski resorts, car parks, stadiums, performance venues, amusement parks, etc.).

SKIDATA has been a trusted partner for its clients for over 45 years. Since 1994, SKIDATA France has provided a centralized service for all its French clients (approximately 450 parking facilities). The Diagnostic Center is located in Argenteuil, and a continuous service is maintained daily (24 / 7) to respond to our clients' requests according to their maintenance contracts.

Customer Service Manager (Permanent Contract)

Parking and Mobility Segment

Position attached to the Argenteuil (95) branch

Reporting directly to the Director of Operations, your responsibilities will include:

• 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.

Technical skills

• 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

• Are a manager who is involved: you like to understand, decide and move things forward and you know how to bring your teams along with you.
• Known for excellent interpersonal skills and able to defuse conflict situations in order to gain the client's agreement.
• Know how to stay the course, even when priorities pile up.
• Proactive in suggesting improvements to communication methods, rules, and tools, in particular.

Beyond professional skills, we are looking for talented individuals who want to express their potential and explore possibilities with us, because we believe that sharing ideas and collective intelligence are sources of added value and performance for everyone. Above all, your curiosity, team spirit, and commitment will facilitate your integration into the team.

Benefits

• Position with a fixed daily rate (RTT)
• CET (Time Savings Account)
• Tickets restaurant
• Family company mutual insurance
• CSE

Remuneration : to be determined

Innovative solutions at the cutting edge, a dynamic and forward-thinking work environment, and diverse opportunities – welcome to the world of SKIDATA. Join our strong, international team now and help shape the future of modern access solutions with your creativity and expertise. When you join our SKIDATA team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 62,000 colleagues in more than 70 different countries.

This job description is translated from French.