MC - After Sales Support Manager

After Sales Support Manager

Location: Monaco

Type: Full Time Employment

Help us make a difference …

In 2005, MARSS began life as a simple concept for an autonomous vessel docking system. Since then the company has expanded rapidly, evolving into a highly successful and diverse global tech solution provider protecting millions of lives, critical infrastructure, military and civil assets throughout the world.

At the heart of all MARSS systems is NiDAR Core - our IoT platform fusing hybrid intelligence and best of breed sensors to provide 360° situational awareness and surveillance, strengthening defense, security and safety.

MARSSians take pride in developing innovative solutions to protect against emerging threats, and working closely with our customers to solve their specific problems without compromising on quality.

MARSS is committed to making a difference - creating efficient and intuitive solutions which make the world a safer, more intelligent place to live.

Headquartered in Monaco and with offices in London, Bristol and Riyadh, MARSS is rapidly expanding worldwide. In order to sustain this continuous growth, we are looking to attract key contributors who can make an impact on the success of the company.

We strive to create an environment and culture that encourages creativity, continuous learning, and individual responsibility to solve problems, add value and achieve professional growth.

With years of successful operations and a solid order book to secure the future, MARSSians benefit from a unique working environment which combines the flexibility and entrepreneurial spirit found in smaller start-ups with the support, security and professional growth opportunities of an expanding global organisation.

The Position

The successful candidate will ideally have a service technical background and will need to have the ability to work to deadlines/targets, bring strong internal stakeholder management skills and be committed to delivering high standards of customer care.

Previous experience in a similar role is essential as well as strong technical knowledge. Ideally, you will have the ability to work in a high pressure environment and have strong leadership skills that can drive a team forward.

Main Responsibilities

• Responsible for maintaining, improving and managing an after-sales support process and platform, troubleshooting tools, self-serving processes and both internal and external related documentation with a focus on L3/L4 support (SW)
• Lead, mentor and develop the local, remote and outsourced L3/L4 support teams, fostering efficiency and a customer-centric approach to problem-solving
• Coordinate, dispatch, overview requests from customers and partners, responsible for high level communication and relationships
• Orchestrate tickets, troubleshooting and interventions by utilising Jira to manage service requests, track the progress of support tickets, and oversee the entire lifecycle of issues, ensuring efficient resolutions.
• Analyse ILS Performance and provide support activity Metrics, using data insights and customer feedback to improve efficiency and customer experience.
• Own and develop the Atlassian suit and continuously improve the processes.
• Actively work alongside your team to troubleshoot and resolve customer issues, while commissioning new hardware and software for upcoming projects.

Requirements

• 5+ years of experience in a similar role
• Team management experience including role definition, development, training and shared resources
• Strong technical background to be able to provide customer support and troubleshooting for software and hardware related queries in the following areas:
• Linux Server
• Networking
• Virtualization Platforms (VMWare ESXi, ProxMox)
• Optional: Ansible/ Git/ Python/ Javascript
• Proficiency in using Jira for project management, issue tracking, and workflow optimization is essential.
• Proficiency in developing the Atlassian suite, specially Jira, Jira Service Management and Confluence.
• Demonstrated success in communicating effectively and efficiently with customers/partners and building relationships
• Effective multitasking, prioritisation and time management skills
• Fluent English language skills (verbal and written)
• You will be educated ideally to bachelor degree level in a Business/commercial or engineering discipline. Masters advantageous.