Service Management Engineers

Edinburgh, UK

Role summary

We are looking for Technical Service talent to join our 24*7 team. Fluency in Norwegian, Dutch, or French is desirable. Customer Service comes naturally to you and you can quickly absorb technical knowledge. We are looking for a colleague who can deliver great customer satisfaction, and who has a natural drive to develop themselves.

Kinly’s ambition is to build a leading global visual collaboration company specializing in designing, installing, servicing and supporting physical and virtual meeting room environments for global customers with a strategic need for videoconferencing, collaboration and audio-visual solutions. The Service Management Team will seamlessly manage our visual collaboration Services across geographies. This starts with the creation of a single point of contact for our customers, based in Livingston.

The key to our customer’s satisfaction is how our Service helps their business succeed. We enable our customer to reap the benefits of the systems we provide. You can expect a high degree of autonomy, a lot of space for expressing creativity and working with a close team of dynamic and enthusiastic people.

Responsibilities

  • Ownership of our customers’ SLA’s, achieve great customer satisfaction, and exceed your performance KPI’s.
  • Provide Single Point of Contact, End to End case management [Ticket creation, Triage, engage resolution experts as required, build customer rapport, resolve escalations, and maintain communication throughout.]
  • Buy into developing a smart, self-organising team, that prioritises knowledge acquirement and professional development to achieve high performance.
  • Help our customers succeed by doing the right thing. Using your discretion, striking the right balance between providing a consistent, scalable service, and doing what is right for the customer in the moment.
  • build collaborative, two-way relationships with resolution experts across the organisation, providing a pro-active and structured environment in which that expertise can be contributed most efficiently, paired with the documentation of that expertise, allowing us to continually improve.
  • Contribute to the optimization of the delivery of Service to our customers across the globe. Provide input into the evolution of processes.
  • Perform any other tasks (deemed as being within your capability) as required

Key Skills

  • Excellent customer service and trouble shooting skills
  • Team player and ability to work under pressure with advanced level of self-organization and initiative
  • Focused on ongoing development and achieving results
  • Well organised with good attention to detail and excellent verbal / written communication skills
  • Experience of managing customer queries in a timely manner (meeting set SLA’s).
  • Possess a committed and responsible attitude with focus on customer satisfaction

Desirable Skills

  • Fluency in Norwegian, Dutch, or French
  • Experience working with large global clients
  • ITIL certifications
  • Cisco certifications or experience working with Cisco Technologies
  • Experience of using service management tools and managing client incidents
  • Network or System Administration experience (Working with Servers, Software-Network interactions, installing and configuring Hardware and Software)
  • Experience working with Unified Communications [Telepresence, Video Conferencing software, Video infrastructure and collaboration software, Live Chat, IP telephony systems, Integration of Systems

Position: Service Management Engineer
Reporting to: Global Service Delivery Manager
Team: Service Management Team
Location: Livingston, Scotland
Responsible for: System issue investigations
Principal Relationships: End users, Regional Support Teams, Account Managers, Technical Experts

Date Posted

15 January 2019

Closing Date

28 November 2019

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