Job Description
Key Mission:
- Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
- Monitors customer service KPIs and maintenance budget, and drives associated action plans
- Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
- Ensures adequate communication with customer and internal stakeholders through meetings and reporting
- Proposes improvements to maintenance strategy throughout the life of the contract
- Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
- Defines strategy and manages maintenance for complex technical solutions
- Manages complex and critical situations in autonomy with the customer
- Explains or summarizes complex issue...