Customer Support Director F/H

Looking for a new challenge in a passionate and international company ?
Expandium is looking for a Support Director to help us manage our team !

Full-time/CDI

Start: ASAP

Nantes (44) – France

Wage according to profile

Us

VIAVI (NASDAQ: VIAV) has a 90+ year history of technical innovations that have evolved to keep pace and address our customer’s most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks – like those for mobile phones, service providers, large businesses, and data centres. We are also at the forefront of optical security – we bend light to develop and deliver optical solutions that provide security to the world’s currencies and safety and performance applications for consumer electronics and spectrometry.

We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company – to question, to collaborate and to push for solutions that will delight our customers.

 

Our French company Expandium is specialized into network monitoring solutions for mobile network operators (SFR, Orange, etc) and railway operators (SNCF, DeutschBahn, Mobirail, etc). Our products capture and analyze strategic data for our clients. This makes them able to measure the quality of service they provide their own clients.

 

Created 15 years ago, Expandium still grows fast, empowered by a technical expertise towards both IT and telecoms. Always looking for innovation, our passionate team uses the latest technologies to create tomorrow’s products (Big Data).

 

With clients all over the world, and now part of VIAVI Solutions’ international adventure since 2020, Expandium’s expansion has just begun!

 

It is time to join us!

 

Learn more at www.viavisolutions.com

Poste et Missions

 

Our Railway Customer Support Service is in charge of the deployment and maintenance of our products, within our clients’ environment. We are looking for its next Director to manage the team’s members and activity!

This position offers many challenges:

  • Animate daily support calls
  • Manage a team of 6 support engineers, with different technical levels
  • Pilot the tickets : prioritize, follow the SLAs, do the reporting, follow the tickets updates, treat the L1/L2/L3 issues
  • Pilot the activity according to ISO9001 norm : maintenance, continuous improvement, keep and improve a strong relationship with the R&D department
  • Be involved in the first level of client escalation, write the ticket report to the clients, initiate the recurrent reviews
  • Evaluate and decide the prioritization of the upgrades
  • Validate the commercial and technicals offers related to maintenance
  • Manage the hardware support : spares, RMA, maintenance contracts, shipment, etc
  • Lead the onboarding and training of the newcomers
  • Work in an international context : team members in Cairo, clients all over the world, internal organization within the US…

 

An internal training program shall be delivered additionally towards our products and clients, and a ramp-up will be ensured with the Railway R&D Director.

Skills required

Hard Skills :

  • A strong experience in customer service management
  • Advanced customer support culture
  • Telecoms (2G/GSM-R, 3G, 4G, MCS networks operators) and/or IT (Linux Debian) knowledge
  • French and English fluent levels

 

Soft Skills :

  • Taste for teamwork and achieving great projects
  • Ability to work under pressure and prioritize subjects
  • Strong communication skills, esp. with clients
  • Appetite for customer relations and business development
  • Curiousity about innovative technologies

 

Education/Experience :

  • Engineer/IT degree or equivalent
  • 7-10 years experience in customer service management
  • International experience appreciated

 

Business trips abroad can be expected (approx. 5% of the time maximum).

Interested in joining the Expandium team?

 

Send us through the form below your contact details and resume !