#### Position Description:


Drive field services providers performance improvement, help and supervise the
country Authorized Service Providers (ASPs) in achieving the SLAs and KPIs
required by contract. Actively lead and coach cross-functional project teams
in the application of process improvement, project and change management best
practices. Interacts with external customers, including speaking with
customers, monitoring performance reports and communications.

Analyze at cases and surveys at macro level in order to detect issues with
ASP’s performance
Control ASP’s SOW; renewals, penalties, control of  new negotiations
documentation.
Owner of pay per performance process.
BMS with main retailers and corporate clients to maintain an accurate customer
service
Create monthly FS metrics reports to present in the regional meeting.
Control country service delivery operation trough the accomplishment of the
KPIs (Turn Around Time, Repair Return Rate, Customer Experience Indicators)

Interface with regional services team, finance, procurement, sales,
operations, finance, other members of the regional services operation
department and field services suppliers while working to secure an appropriate
management and achieve business goals
Articulate the objectives of an assigned program/project as they apply to the
attainment of organization & individual objectives

#### Position Requirements:


Bachelor’s Degree in Electronics, Industrial, Administration or System
Engineering. Strong knowledge of services operations and Customer
Satisfaction. Good written and Fluent spoken English.
Must be able to work well with people in other countries.
5-7 years in Customer Service roles or similar positions.
ITIL Foundations V3 Preferred.
Advanced English (Mandatory)

We are an Equal Opportunity Employer and do not discriminate against any
employee or applicant for employment because of race, color, sex, age,
religion, sexual orientation, gender identity, status as a veteran, and basis
of disability or any federal, state, or local protected class.