Technical & Repair Support Manager

hace 19 horas

Madrid, España Ingenico A tiempo completo

Date: Oct 7, 2024- Company:
- Location: Madrid, ES, 28042

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

**Scope**

You are in charge of managing the Repair subcontracted partner and internal team to ensure the contractual KPI's Ingenico has with its customer (SLA above 95% - Turn around time of 10 days) with repair & technical support team in order to ensure the resolution of the different field/repair/customer incidences.

**Main Responsibilities**

***
- Manage the repair & technical team and the Subcontract partner - Direct contact with partner operation manager
- Lead the Weekly production meetings reviewing Capacity, output and SLA performance
- Be accountable for all aspects for the Iberian repair centers performance covering but not limited to delivery, quality and financial
- Lead the Weekly production meetings reviewing Capacity, output and SLA performance
- Gather and analyse data to support business reviews as required covering as a minimum weekly performance review & monthly financial reviews
- Provide technical support to internal departments, customers and partners
- Ensure the correct resolution of incidents in the field
- Provide training of new products to partners
- Ensure the correct functioning of the different services like the software catalogue or the remote keyloading
- Continuously check PCI compliance and participate in the PCI audits

**Profile**

You have a technical degree from University or a degree in Engineering. You have at least 3 years in a technical position (aftersales or R&D) and at least 2 years managing teams. You have at least an operational level of English (B2/C1) and speak Spanish fluently.

**Important skills**:

- Knowledge about repair activities
- Ability to be assertive and communicate effectively
- Ability to work on your own initiative to demanding timescales
- Experience in data analysis and report generation

Nice-to-have skills:

- PCI DSS knowledge
- SAP knowledge
- JIRA knowledge

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