Customer Support Services Manager Job in Kenya

 Job Title: Customer Support Services Manager

Department: Service Delivery

Reports to: Service Delivery Manager – Nairobi

Work Status: 8:00am – 5:00pm & 24/7 on Call. Office Based. Occasional travel to customer premises

Direct Reports: Service Engineers; On-Site and Change and Implementation Engineers; Technical Service Managers

Endorsed by: Chief Technical Officer

Key Responsibilities:

Key sections for Customer Service and Support

  • 1st level team
  • 2nd level team
  • Field Support Team
  • Platinum Support Team

Customer Service and Support – 1st Level

  • Design and implementation of 1st level support team and work plans
  • Identification of resources for 1st level support

Platinum Support Team

  • Documentation of KPIs and deliverables for the team
  • Identification of support required for the unit to deliver against set KPIs
  • Clear, fair and justified assignments of customers to each Technical Support Manager (TSM), in liaison with the Commercial Team

Customer Service and Contractor SLA Management

  • Identify the required resources needed for service delivery, support and management
  • Communicate the needed resources and implications to other teams and management
  • Ensure that customer support services are delivered and managed as per the specifications
  • Communicate necessary changes if any to the customer and other departments.
  • Identify the service contractors needed for service delivery and management
  • Agree on the technical scope of the contractors in service management
  • Implement the contract as per the scope ensuring contractors reports are aligned with the contract scope.

Escalation and Crisis Management

  • Receive technical faults, conditions of works problems, escalations from the Engineers.
  • Evaluate the escalated problems to identify the root cause.
  • Discuss with the CTO the escalated problem and possible solutions and have solutions implemented through the HR office.
  • Handle escalations with cross functional departments like Planning, Build, Projects, Administration, Commercial, Finance and Legal Heads.
  • Receive faults and any other form of escalations from Customers.
  • Evaluate the escalated problems and offer customer expectation management to the customer while having the problem resolved.
  • Receive and act on escalations from commercial and finance department
  • Resolve the problem either through direct intervention or managing the person and/or engineer resolving the problem till the fault is resolved.
  • Provide customer expectation management feedback to the customer.
  • Follow up on escalated cases with unsatisfied customers to ensure that their issues are resolved and that the customer is satisfied
  • Analyze and Identify cases which need to be escalated to the CTO, CCO, CFO and CEO and those which need them to be notified.
  • Escalate and notify the CTO, CCO, CFO and CEO as is appropriate with recommended actions and/or resolutions to the case.

Management of the Service Assurance Engineers

  • Identify human resource need for the Customer Service and Support Department
  • Place the Engineers to their areas of maximum productivity within the department
  • Recommendations for Engineers recruitment and deployment within the department
  • Discuss and have the Chief Technical Officer (CTO) approve needed resource adjustments including Engineers recruitment, mileage and phone bills allowances etc • Ensure that the adjustments are implemented by the HR office.
  • Ensure strategic skills management by proper skill allocation.
  • Resolve service engineers issues and act as the teams advocate when dealing with other departments and HR Strategic Departmental Management
  • Ensure that departmental objectives and KPIs are aligned with the overall company
    strategic vision, mission and objectives
  • Ensure the department processes and procedures are aligned to other departments and work seamlessly towards the overall objective of the company.
  • Develop Service quality calibration and validation and ensure the same are implemented to all customers
  • Allocate Service engineers to strategic roles like Technical Service Management and Service review management Work with other managers to ensure operational consistency

Constant Service and network Improvement plans

  • Highlight operational deficiencies in terms of resources, skills and tools needed by the service engineers
  • Recommend tools, trainings, structures, processes, reporting and engineer participation needed for improvement
  • Implement with HR after CTO approval the improvement recommendations
  • Build relationships with finance, commercial, heads of key customers, partners, contractors and other departments

OPEX Management

  • Identify the operational expenses the Engineers in the department incur
  • Recommend and have the CTO approve the proposed and justified expenses to be incurred by the department
  • Ensure HR and Finance departments implement the agreed OPEX
  • Constantly review the OPEX and ensure implementation in a way that leads to margin optimization through cost minimization and profit maximization.

Communication Management

  • Set standard communication format to customers
  • Ensure that customers get communication in standard and format that is sensible and expectation friendly
  • Communicate to the department staff information originating from top management and to top management feedback from departmental staff.

Advise to Management

  • Review with CCO the commercial aspects in regards to existing customer services
  • Review with CFO the financial impact of services being delivered and being managed
  • Review with CTO and HR the departments appraisal results and recommendations in regards to promotions, trainings, salary reviews and staff


  • Identify training needs for the service engineers
  • Recommend and have the engineers trained accordingly
  • Ensure the engineers are placed in roles relevant with their trainings

Qualified persons to apply at

Only shortlisted candidates will be contacted

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Updated: March 8, 2017 — 1:25 pm