This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.
- Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
- Monitors customer service KPIs and maintenance budget, and drives associated action plans
- Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
- Ensures adequate communication with customer and internal stakeholders through meetings and reporting
- Proposes improvements to maintenance strategy throughout the life of the contract
- Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
- Understands technical specification and client requirements, and solution architecture
- Defines strategy and manages maintenance activities for simple solutions
- Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
- Prepares and communicates Supports Activities Reports
- Presents results to customer
Requirements:
- Minimum 3 years of experience in service delivery, technical support, or customer operations roles
- Strong communication and coordination skills, able to interact with internal teams and clients confidently
- Basic understanding of system maintenance processes (e.g. updates, issue handling, spare parts planning)
- Ability to work with support engineers, track service KPIs, and follow up on action plans
- Able to handle urgent or critical client issues with guidance from senior peers
- Proficient in using MS Office and service tools (e.g. ticketing systems, reporting tools)
Nice-to-Have:
- Experience working with government or enterprise clients
- Exposure to biometric, identity, or security technology solutions
- Familiar with crisis management or escalations
- Able to understand basic technical documentation or solution architecture (no need to be hands-on)
Other Info:
- This is an on-site position (based in Singapore), with limited flexibility for WFH only in exceptional cases