Engineering Finance and Economics IT Management & Business Others
3 - 5 Years
Global Customer Services Engineer
About the Role
In line with Division objectives and under instructions and monitoring of a more senior engineer (1) to resolve administrative, technical and/or business related queries and problems on SWIFT's product/service portfolio in both a proactive (preventive) and reactive way (escalated) to internal/external customers and/or vendors as per or above performance targets and (2) to deliver mostly independently on the revenue generating service packages as per revenue targets, at the customer site.
University degree in IT/Engineering or equivalent
2-4 years of experience in a similar position in the same area, of which 1 year within the SWIFT environment and with customer interaction and exposure
01 . Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement(SLA)/key performance indicators and propose measures to prevent recurrence. Draft customer incident/problem reports and handle customer complaints under guidance of more senior staff/manager.
02 . Provide support on all technical problems within own area of expertise. Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - in accordance with the SLA.
03 . Provide revenue generating implementation and training services, health checks, troubleshooting and consultancy services at customer/vendor/partner site with medium requirements.
04 . Continuous Improvement. Contribute in continously improving the working environment, participate in problem solving and deep dive sessions and propose/implement necessary changes. Analyse root causes of problems, generate Knowledge Base tips and participate during specifications definition to increase supportability, usability of products and decrease product complexity.
05 . Under the guidance of a coach, produce and control the quality of both internal and external training material, problem management procedures and on-line documented solutions.
06 . Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos. May provide commercial campaign activities (telemarketing and telesales, generation of leads).
07 . Maintain client relationships from an operational and technical perspective by establishing close working relationships with key contacts in the client's organization, the SWIFT service manager and the SWIFT account manager.
08 . Participate in service improvement projects within own area by executing parts of projects. May at some point manage small projects.
01. Takes Accountab. for Delivering Results
Makes choices and decisions based on established practices and precedents; delivers results by overcoming a range of obstacles and issues and where timing may be critical.
02. Demonstrates Operational Excellence
Delivers work to agreed specifications of timeliness and quality; seeks to improve ways of doing things; sets and meets high standards for own work; demonstrates commitment to security policy
03. Expands knowledge
Expands own specialist knowledge and skills by taking ownership of own development; encourages colleagues to bring forward and share new ideas and alternative solutions; demonstrates openness to utilise new approaches.
04. Bus Understanding and Commercial Sense
Applies understanding of how own division adds value to the business; uses knowledge of financial and business principles to deliver cost-effective solutions; adapts quickly to changes in the market, the industry and the organisation while upholding standards.
05. Builds and reinforces cust relationships
Strengthens relationships by taking every opportunity to listen and respond to customers and adapt solutions to meet their needs; demonstrates and encourages customer focus in all relationships and activities.
06. Leads with a team focus
Initiates effective co-operation and team working with others; provides support to new team members; appreciates style and background differences; demonstrates commitment to SWIFT values.
07. Communicates effectively
Communicates effectively across a range of practical and operational issues; adjusts personal communication style to fit intended audience; listens to and respects other people's points of view.