Lead team (regional and global) to figure out the best-fit proposal when deep dive the key customer needs.
Lead the related marketing campaign (tradeshow, marketing tools, lunch and learn seminar etc.)
Develop the team’s capability to leverage the full BAC product portfolio and our applications knowledge to influence customer design and specification.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Manage and coordinate resolutions of change requests and/or projects that may involves system enhancements and training requests
Manages mid-level management clients, company management and project team expectations for agreed upon project performance by obtaining and providing project metrics. Recommends and implements changes or alternate paths based upon performance and metrics.
Develops and makes presentations that could lead to expanded business opportunities. Participates in proposal efforts and sales calls to enhance opportunities for future business deals with client.
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For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.
We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world. This position is within the Global IT - Global Business Services - SAP Center of Excellence. In the SAP CoE team we work in a team with direct colleagues in the SAP domian based and in Kuala Lumpur, Malaysia and Amersfoort, The Netherlands.
Managing defining SLA’s with service owners based on agreed IT SLA’s and providing regular updates on performance and status of continuous service improvement activities.
Participating during incident escalation management for Priority 1 and 2 incidents.
An active communicator via our internal platform Viva Engage
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