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 issues, defines and communicates associated actions plans
- Coaches and tutors less experienced SDM
Profile & Other information:
- At least 5 to 8 years of client-facing experience in service delivery, maintenance management, or technical support operations.
- Proven experience managing high-severity incidents, system outages, and complex technical issues in a fast-paced environment.
- Strong ability to handle business-critical operations, with confidence in driving crisis management, resolution plans, and stakeholder communication.
- Experience in defining and improving maintenance strategies, including support organization, software updates, and service performance monitoring.
- Able to work independently while managing customer expectations, coordinating internal teams, and coaching junior team members.
