Who will report to the System Issue Manager and be part of the Technical Support & Quality Team in cluster Europe and Central Asia.
The position is based in Arganda del Rey (Spain).
The main purpose of the role is to drive the management of reported Technical issues to ensure efficient and accurate issue resolution in accordance with QTIM process.
Key responsibilities:
- Takes lead of PSM Team on cluster complex issues and A/Is to restore operations, secure that root cause is found and containment solution implemented:
- Secures structured and regular communication to stakeholders and customers during progress
- Secure problem solving methodology is followed and secure the right techniques are used
Lead allocation, consolidation and follow-up on related cost of non-quality
- Secure communication of PSM progress to stakeholders and keep PSM documentation updated
Support KAD/TKAM in Customer management during resolution
- Escalate to centre when needed
- Plan, lead and follow-up on capability development activities in problem solving methodology and tools:
- Communicate benefits of problem solving methodology and act as ambassador for the organisation
- Train, support and/or coach individuals and teams to effectively apply the problem solving methodology to issue resolution
- Compile information from customers to report complex issues and claims according to the processes, including root cause analysis, in timely manner.
- Actively search using the network, QuTiP and line performance data (PLMS) to identify underlying issues.
- Maintain a good understanding of the A/I process and appropriate risk management techniques.
- Follow compliance and local legal rules regarding TS issue documentation.
- Actively participate in local and global network to ensure knowledge is updated and ideas/issues are shared.
- Proactively build and maintain a network of relevant colleagues within Cluster organization and System Issue Leaders in other clusters and central organizations.
- Be the interlink for local staff to global network.