Partner Support Manager I
Wroclaw
Operations /
Hybrid
The Partner Support Manager I role is to manage the assigned partners and service providers to deliver the best-in-class post sales customer service. This role will be responsible for ensuring the partners and service providers are trained appropriately in all aspects of post sales, support and warranty processes and adhere to Promethean processes and agreed service levels, as if they were Promethean.
We’re looking for someone to work the second shift, from 3 PM to 11 PM (supporting the US market).
Base salary: PLN 81,500 - 122,200 + annual bonus
Job Duties and Responsibilities:
- Manage the assigned region Support and Service Providers, by ensuring:
- Ensure excellent customer service of Service Providers by constantly reviewing processes for continuous improvement.
- Ensure each team member works collaboratively with its region cross functional teams with instructional media creation, event support and installations
- Ensure each team member works collaboratively and communicate effectively with its region cross functional teams on escalated service issues to successful resolution.
- Assist and coordinate chargeable repairs in region with service providers
- Product Service Providers are customer focused and deliver quality services at competitive pricing
- On Site Service Providers are customer focused and deliver quality services at competitive pricing
- Channel (Distributors and Resellers) partners deliver quality services to end customers through continuous monitoring
- In field reactive Product support and Investigation in region
- Continual monitoring and evaluation of our service providers and services for performance and cost efficiency
- Coordinate all required products and process training for installation and service on new products or new partners
Job Skills and Qualifications:
- At least 3 years of experience in Hardware Support and Services management
- At least 3 years of experience of electronic products
- At least 3 years of experience of onsite and workshop electronic hardware repair practices and processes
- Good clear communication skills (verbal & written)
- Mechanical or electrical engineering degree or certification.
- Project Management qualification and experience (an advantage).
- Ability to demonstrate competent technical knowledge and aptitude to perform all business operational support tasks
- Knowledge of health & safety activities, risk assessments and method statements.
- Be able to demonstrate Strong leadership, self-motivated and innovative approach to continuous development
- Experience of report generation – Cognos and Microsoft packages essential (BI tools an advantage)
- Knowledge of Salesforce.com preferred
- Travel is required
Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.
Our benefits include:
· MultiSport Card
· Private Medical Insurance with Dental/Vision Coverage
In addition to paid annual leave plus public holidays, Promethean offers the following paid leave:
· Birthday day off
· Multicultural day off
· Two Volunteering Days
· Well-Being Programs (For example, company-wide health challenges)
· Reward and Recognition Program
· Fruity Tuesdays
And more!
