Partner Support Manager I

Partner Support Manager I

The Partner Support Manager I role is to manage the assigned partners and service providers to deliver the best-in-class post sales customer service. This role will be responsible for ensuring the partners and service providers are trained appropriately in all aspects of post sales, support and warranty processes and adhere to Promethean processes and agreed service levels, as if they were Promethean.

Base salary: PLN 81,500 - 122,200 + annual bonus

Job Duties and Responsibilities:

Manage the assigned region Support and Service Providers, by ensuring:

• Product Service Providers are customer focused and deliver quality services at competitive pricing
• On Site Service Providers are customer focused and deliver quality services at competitive pricing
• Channel (Distributors and Resellers) partners deliver quality services to end customers through continuous monitoring
• In field reactive Product support and Investigation in region
• Continual monitoring and evaluation of our service providers and services for performance and cost efficiency
• Coordinate all required products and process training for installation and service on new products or new partners

Ensure excellent customer service of Service Providers by constantly reviewing processes for continuous improvement.

Ensure each team member works collaboratively with its region cross functional teams with instructional media creation, event support and installations

Ensure each team member works collaboratively and communicate effectively with its region cross functional teams on escalated service issues to successful resolution.

Assist and coordinate chargeable repairs in region with service providers

Job Skills and Qualifications:

At least 3 years of experience in Hardware Support and Services management

At least 3 years of experience of electronic products

At least 3 years of experience of onsite and workshop electronic hardware repair practices and processes

Good clear communication skills (verbal & written)

Mechanical or electrical engineering degree or certification.

Project Management qualification and experience (an advantage)

Ability to demonstrate competent technical knowledge and aptitude to perform all business operational support tasks

Knowledge of health & safety activities, risk assessments and method statements.

Be able to demonstrate Strong leadership, self-motivated and innovative approach to continuous development

Experience of report generation – Cognos and Microsoft packages essential (BI tools an advantage)

Knowledge of Salesforce.com preferred

Travel is required

Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.

Our benefits include:

• MultiSport Card
• Private Medical Insurance with Dental/Vision Coverage
• In addition to paid annual leave plus public holidays, Promethean offers the following paid leave:
• Birthday day off
• Multicultural day off
• Two Volunteering Days
• Well-Being Programs (For example, company-wide health challenges)
• Reward and Recognition Program
• Fruity Tuesdays
• And more!