Service Delivery Supervisor

hace 2 días


San Francisco, Heredia, Costa Rica Ricoh Latin America Inc A tiempo completo

Misión del puesto
Brindar una atención personalizada a las diferentes cuentas estratégicas de Ricoh, por medio del seguimiento proactivo sea directo al cliente o por medio del soporte en sitio ubicado en las cuentas, áreas, interno, externo y/o por medio del soporte en campo. Además, se espera que la persona en este rol tenga la capacidad de
analizar procesos existentes y proponer mejoras
que contribuyan a la eficiencia operativa y a una mejor experiencia del cliente.

Responsabilidades del puesto

  • Contactar a los representantes de las cuentas con el fin de conocer sus expectativas y requerimientos de servicio.
  • Realizar análisis de causa raíz de las quejas de los clientes.
  • Identificar y dirigir proyectos de mejora de procesos en búsqueda de aumentar la satisfacción del cliente.
  • Generar y presentar informes con el fin de comunicar el estado de las métricas pactadas en los acuerdos de servicio.
  • Velar y dar seguimiento al cumplimiento de los acuerdos del contrato de servicio.
  • Brindar apoyo al soporte en sitio ubicado en el cliente y a las personas que dan soporte en campo.
  • Apoyar diferentes proyectos cuando sea requerido por Ricoh.
  • Dar seguimiento a la solución de cualquiera solicitud de servicio o gestión administrativa, fallas reportadas y requisición de suministros.
  • Buscar la oportunidad de expandir la presencia de productos y soluciones en la cuenta e informarlas oportunamente al Departamento de Ventas.
  • Identificar oportunidades de mejora en los procesos relacionados con la atención al cliente y la operación del servicio, proponiendo soluciones que optimicen tiempos, recursos y calidad.

Requisitos del puesto

  • Bachillerato Universitario en Ingeniería Industrial o relacionado.
  • Mínimo de 3 años en puestos similares
  • Licencia de conducir
  • Vehículo propio.

Habilidades y competencias

  • Consultoría y Conocimiento del Producto
  • Gestión de Procesos
  • Habilidades Analíticas
  • Tecnología Básica de TI


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