Emplois actuels liés à Helpdesk Manager - RueilMalmaison, Nanterre - Toshiba Global Commerce Solutions

About Toshiba Global Commercial Solutions:

At Toshiba, our purpose is to create opportunities that make the retail journey you want a reality. That’s driven by our passion to give you expert guidance and the solutions you need to choose your direction, navigate obstacles, and accelerate forward to reimagine how you engage your customers in ways they’ve never seen.

The ability to innovate is the key to retail success. That’s why we invest in future technologies that enable retailers to innovate faster to keep up with continuously evolving customer expectations. Bringing the retailer’s vision to life starts with creating the right strategy. We work with our clients to understand their requirements and then create a strategy that supports their business goals. We also evaluate their long-term needs and create new processes, solutions or programs truly tuned to make their business shine today and in the future.

As part of Toshiba Global Commerce Solutions, you'll be an integral partner to the success of our customers. We're passionate about retail transformation and solving the problem that retailers face every day to help them create more engaging shopping experiences.

Scope:

The Helpdesk Manager leads and/or coordinates the activities of the internal and external Customer Support Level 1, 2 and 3 teams. He/she ensures that the quality of service provided to customers complies with the contractual commitments made by Toshiba and/or the Service Charter, with the constant objective to improve performance while optimizing costs

This role will suite someone who has a strong background in Helpdesk (Service Desk) and is confident to guide the team whilst able to provide technical support.

Workplace: Hybrid - Office based in Rueil-Malmaison, Ile de France.

Travel: Occasional travel opportunities to other EU locations.

Key Responsibilities:

Organize and manage level 1 and 2 Customer Support team:

• Communicate and explain strategic and operational objectives.
• Define and structure the activities of each sub-team.
• Lead, motivate, empower, and federate the team.
• Set objectives, monitor, control and validate achievements.
• Ensure team members individual development: periodic interviews, training plans, etc.

Manage level 1,2 and 3 operational activities:

• Guarantee the availability of skilled resources in line with requirements: handling customer incidents handling, installations assistance, customer training, etc.
• Manage internal and external resources, ensuring contractual commitments (SLAs) and quality of interventions are met.
• Check that procedures, instructions and operating methods are used properly and are consistently updated by each team/owner.
• Define the proper maintenance method (spare parts and/or modules, remote assistance, depot repair, etc.) and implement required tools to troubleshoot and resolve issues on supported hardware and software components.
• Analyze incident typologies to define diagnostic scripts and/or resolution methods (action plan).
• Monitor and analyze key indicators to ensure that deadlines are met, service quality is maintained, and costs are kept under control.
• Conduct periodic operational, customer activity review meetings.
• Ensure that internal and external stakeholders convey a positive image of Toshiba.

Initiate and manage projects to improve and optimize Customer Support:

• Develop and adapt procedures and operating methods for each of the Support teams (Level 1, 2 and 3) in coordination with internal customers: Professional Services, Spare Parts Operation, external vendors (HW/SW).
• Suggest and implement improvement plans.
• Manage and/or control the administration of the knowledge base.
• Ensure the satisfaction of internal and external customers.

Carrying out all other activities determined by/in consultation with the manager:

• Ability to design and implement improvement plans and create and analyze activity dashboards.
• Check and notify HR of monthly variable salary items: overtime, variable pay, on duty compensation, etc.,.
• Validate outsourced services invoiced by subcontractors.
• Communicate to Customer Fulfilment required details to get services invoiced (quotes, electronic payment reports, etc.).

What you will bring to the team:

• Excellent communication skills, able to build effective working relationships across all business areas and levels as required.
• A passionate customer service orientation and ability to turn challenges into opportunities.
• Team management and leadership skills, willing and able to drive decision making, coach and support as required.
• Able to work on own initiative with a continuous improvement mindset, inclined to seek out solutions.
• Resilient with ability to problem solve and respond to changes quickly.
• Rigor, organization, and strong analytical/summarizing skills.
• Ability to operate at tactical/operational level and take a ‘hands on’ approach.
• Ability to read, write and speak English in a professional capacity to liaise with other EU entities and external customers.

EEO:

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religion or belief, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Individuals who require reasonable adjustment for any part of the employment process should email Pollyanna.Hilton@toshibagcs.com for further support and information.

DIVERSITY, EQUITY & INCLUSION:

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We're passionate about our customers in the retail industry and becoming a more responsible company as we help create a brighter future.