TRG Technical Team Manager 2

Location: Spain - VITORIA-GAST | Job-ID: 210776 | Contract type: Fixed Term Contract | Business Unit: Others

The TRG Team in Spain is looking for a Technical Team Manager to support the TRG Management Team with.

Key Responsibilities:

People Management
 
•    Seek input from Service Management or Local Management (TL or ODM) for account/site specific objectives and set accordingly through the 121s within the internal tools.
•    Take responsibility for ensuring Employee awards are presented to directly line managed staff by the most appropriate person in the most appropriate way.
•    Carry out yearly objective reviews for directly line managed staff (i.e. technicians, engineers). (Matrix managed)
•    Carry out 121’s for all directly line managed staff as and when required.
•    Arrange training and development for engineers related to technology and individual development needs, by setting personal development plans.
•    Support Local Management and SM with day-to-day direction and management of technicians/engineers, task managing as appropriate.
•    Maintain skills matrix alongside with EE Team. 
•    Coach TRG technicians and engineers under ES control, acting as a role model and mentoring where appropriate.
•    Managing Disciplinary and Grievance Process, taking input from ES management where ongoing attempts to improve performance has not had the desired impact.
•    Create and cascade account/site specific objectives directly to technicians and engineers.
•    Manage all aspects of technician and engineer recruitment, raising vacancies, carrying out interviews and making offers alongside with the Talent Team.
•    Arrange security clearance and access management for all engineers.
•    Manage all aspects of absence management i.e. holiday bookings, return to work interviews etc.
•    Ensure that each Team/operation has a robust induction process for new engineers introduced.
•    Set broad expectations of quality levels – this may be factored into the objectives.
•    Manage poor performance/quality and objectives not reached. If repeated involve TRG for support.

 
Service / Operational Delivery.
 
•    Implementation of Computacenter policies and procedures.
•    Absence management.
•    Holiday booking and management of backfill where appropriate.
•    Training and exam bookings.
•    Carry out internal customer satisfaction survey regarding the service delivered by TRG.
•    Maintain a high level of internal customer satisfaction.
•    Management of Customer Satisfaction issues relating to services delivered by Event Services, as per the agreed process.

•    Chair Service Review Meetings to discuss:
             o    Technicians/Engineers performance
             o    Future/Current skillset requirements
             o    Resource forecasts
             o    Billing
             o    MOS metrics associated to individual technicians/engineers
             o    Technician/Engineer compliments & complaints
•    Apply TRG MOS to manage availability, utilisation and cross charge efficiency.
•    Delivering internal service improvements and cost saving initiatives.
•    Forecasting resource levels as per forecast tool. ES TL will share with TRG. TRG to calculate resources required and familiarise appropriate number of backfill engineers. Manage via SRM.
•    Ensure Team/individuals are adhering to customer requests.
•    Administration / Housekeeping.

 
What we will be expecting from you?
 
•    Ensure Department meets SLA performance targets.
•    Maintain & improve Customer satisfaction levels.
•    Understand and adhere to policies and procedures.
•    Good understanding of CC structure.
•    Demonstrates relevant Winning Together values.
•    Maintains cost control requirements.

 

Pre-Requisites:

•    Line Management Experience of at least 4 Years.
•    Native Spanish and fluent level of English is required.
•    Advanced Excel skills.
•    Familiar with relevant business systems e.g. SAP
•    Good working knowledge of Microsoft Applications.
•    Plans & organises own workload.
•    Proven experience of high standards of customer service.
•    Good administrative experience, attention to detail, ensures accuracy of data, provides data for reporting and processing of information.
•    Excellent Interpersonal, literacy and numeracy skills and ability to build relationships at all levels.

About us

Computacenter is a leading independent provider of IT infrastructure services. We have about 15,000 employees worldwide who are accompanying our international customers on their path to digital transformation. Our team of professionals serves corporate and government clients in a variety of industries. We support around 4.2 million users from our Global Service Desk. They are in more than 70 countries and speak 30 languages.

At our service desk locations, you can expect a dynamic, international and informal work environment with flexible work schedules and various offers for professional and personal development. Our informal atmosphere and the strong feeling of belonging makes you feel like being part of a great community.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.

#CCwinningtogether