Customer Service Manager Benelux

About Nomad Digital

Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry. Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers - in more than 40 countries - Nomad designs, builds, deploys and manages passenger Wi-Fi and on-board passenger infotainment systems. Nomad also provides remote online condition-based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy.

When you join Nomad Digital, you will join a forward-thinking, fast-growing, fun environment with access to some of the very latest technology in its field. You will work with experts who innovate collaboratively, creating an environment of teamwork and trustworthiness.

Overview

Nomad Digital has an exciting opportunity for a Customer Service Manager to join our Operations & Maintenance team, based in Utrecht, Netherlands.

The Customer Service Manager is accountable for maintaining and delivering Service Management activities for the customer base across the Benelux region.

Acting as the key communicator between customers and Nomad’s Service and Support teams, you will represent the customer’s needs and feedback internally. You will be responsible for ensuring that services are delivered in line with contractual requirements, and that all agreed performance metrics are consistently met in full.

Travel Required: 50%

Essential Duties and Responsibilities 

Internal and external single point of contact for customers in the region.

Financial responsibility for the d reporting for the O&M financial actuals versus targets for the region.

Management of Major Incidents & Problems through to resolution.

Management of actions to reduce Incidents & Problems.

Handover point between Project Delivery and Operational Maintenance in the region.

Planning resources to ensure the service across the region is maintained and delivered within the SLA’s of the customer contract.

Service expert /reference for senior management & customers of the region

Scope of service & related metrics & SLA

Technologies used

Trends and issues

Activities being undertaken that affects service

Maintaining and updating a risks & opportunity analysis for each customer in the region.

Take full responsibility for the Life Cycle management process for each customer.

Take part in the CAB process for any changes taking place for customers in the region.

Create, agree & maintain a disaster recovery process for each account in line with the objectives of the contract and in line with good practice within the company.

Recognise the business impact of service quality issues and manage the resolution to customer.

Ensure Service Integrity is maintained through appropriate logical and physical security controls, demonstrate appropriate audit adherence.

Manage the supply of any services delivered by 3rd parties within Operational Maintenance.

Identify out-of-scope requests by the customer and co-ordinate cost and provide estimates for the Account Manger to present to the client or Management as necessary.

Ensure stock and spares are being managed in line with account requirements. 

Ensure items returned for RMA are managed in line with the company policy.

Work with the management team to develop and improve processes within the area and ensure process adherence within the team.

Hold regular team meetings to ensure company communication reaches all staff within the team.

Ensure that the team is kept up to date with plans, risks, issues, initiatives, H&S communications and obtain general feedback from all staff to help improve the operational effectiveness of the team.

Qualifications

Degree preferred

Experience Requirements 

Some experience of planning and running projects.

Some experience of investigating and advising on less complex and non-contentious employee relations cases.

Experience of dealing with the needs of a diverse workforce, including a range of skills and roles.

Experience of ITIL v4 processes and Service Desk Activity.

Experience of working in a fast-paced, customer-facing environment.

Experience of managing and developing a team.

Experience of supervising and assigning work to others.

Other Essential Requirements 

Good understanding of ITIL

Languages : Dutch (required) English (required)

Key Behavioural Competencies 

Attention to detail.

Ability to work well in pressurised situations.

Excellent customer service.

Ability to work to set deadlines.

Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.

Excellent computer proficiency (MS Office – Word, Excel and Outlook).

Ability to think proactively in a fast-paced environment.

Ability to multitask effectively ensuring timelines are met.

Our Commitment:

Nomad Digital is committed to being an inclusive and diverse employer, as well as providing equal opportunities in employment and freedom from unlawful discrimination on the grounds of age, race, ethnic or national origin, sex, pregnancy and maternity, marital or civil partnership status, sexual orientation, gender reassignment, disability, religion or beliefs. 

We encourage and welcome all job applicants, especially those from diverse backgrounds and ensure everyone is treated equally and without discrimination.  

Where possible we are happy to consider flexible working arrangements or appropriate reasonable adjustments on request. To discuss further, please email [email protected].