Key Missions:
Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quote- sMonitors customer service KPIs and maintenance budget, and drives associated action plan
- sManages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers
- )Ensures adequate communication with customer and internal stakeholders through meetings and reportin
- gProposes improvements to maintenance strategy throughout the life of the contrac
- tEnsures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholder
- sDefines strategy and manages maintenance for complex technical solution
- sManages complex and critical situations in autonomy with the custome
- rExplains or summarizes complex issues, defines and communicates associated actions plan
- sCoaches and tutors less experienced SD
M
Profile and other informatio
- n:
At least 5 years of client-facing experience in service delivery, maintenance management, or technical support operatio - ns.Proven experience managing high-severity incidents, system outages, and complex technical issues in a fast-paced environme
- nt.Strong ability to handle business-critical operations, with confidence in driving crisis management, resolution plans, and stakeholder communicati
- on.Experience in defining and improving maintenance strategies, including support organization, software updates, and service performance monitori
- ng.Able to work independently while managing customer expectations, coordinating internal teams, and coaching junior team membe
rs.
