Customer Service Team Leader

Customer Service Team Leader

Customer Service Team Leader with a strong track record in the Banking, Financial Services, and Insurance (BFSI) sector. The ideal candidate will lead a team of hardware engineers, ensuring timely delivery of services, preventive maintenance, and technical support for banking systems while maintaining high customer satisfaction.

Team Leadership & Coordination:

• Lead, mentor, and manage a team of Customer Service System Engineers to ensure efficient service delivery.
• Assign daily tasks, monitor performance, and ensure adherence to SLAs.
• Provide guidance on technical issues and escalate high-priority cases to senior management.
• Conduct team meetings and training sessions to enhance technical skills and process compliance.

Hardware Installation and Maintenance:

• Oversee installation, configuration, and troubleshooting of hardware systems, including Diebold Nixdorf Cineo and DN Series machines (CMD-v4, CCDM, RM3, ATS, RM4V, RM4H, CMDv6C, CMDv6A) and related peripherals.
• Ensure all preventive maintenance (PM) plans are executed as per schedule and standards.

Technical Support & Problem Resolution:

• Monitor on-site and remote support activities to minimize downtime and optimize performance of banking systems.
• Analyze high-level escalations, perform thorough investigations, and provide permanent resolutions.
• Coordinate with vendor support teams for updates, patches, and hardware fixes.

Workshop & Spare Parts Management:

• Supervise workshop repairs, ensuring compliance with supplier standards.
• Coordinate with logistics to manage spare parts inventory, track consumption, report shortages, and ensure timely returns.

Customer Support & Service Call Coordination:

• Ensure prompt response to customer inquiries across multiple channels.
• Take ownership of escalated hardware issues and ensure effective resolution.
• Coordinate with the service desk for call scheduling, update progress, and report field challenges.

Quality Assurance & Compliance:

• Ensure all processes, documentation, and maintenance activities comply with internal and supplier standards.

Education:

• Bachelor's degree in computer science, Computer Engineering, or Information Technology.

Experience:

• 6–7 years of experience in hardware support within BFSI, preferably with Diebold Nixdorf hardware and software solutions.