Customer Service Manager - Middle East All Genders

Job Introduction

Frequentis Group with headquarters in Vienna is an international supplier of communication and information systems for control centres with safety-critical tasks. Worldwide, more than 500 customers in some 150 countries with more than 45,000 workstations already trust our know-how and proven experience.

As Customer Service Manager for the Middle East market you are the contact for all customers of all Frequentis business areas for the installed base business. In this role you are the negotiator for our professional services and maintenance contracts and help customers to further develop their systems with change requests to build and maintain a long-term business relationship. You are welcome to share your experience in the field of IT related business solutions with us and we are going to offer you an environment with great potential and strong support of an international Service Manager team worldwide.

A young, dynamic and successful team awaits you in Dubai with a great corporate culture.

Key Tasks

• Managing service contracts and change request projects with customers in Air Traffic Management - Civil Aviation in the Middle East region
• Ensuring rapid incident and problem handling in a safety critical customer based IT/telecom infrastructure in cooperation with our system engineers and other stakeholders
• Identifying optimization potential and new business opportunities in terms of life cycle management with existing customers (change requests) in close cooperation with the local sales team
• Proactive relationship management with customers, partners, and subcontractors
• Supervising necessary resources, budgets and profitability as well as reporting internally and externally
• Supporting presales and sales by elaborating the technical solution, documentation and preparation of new services offers
• Calculating, estimating and negotiating variation and change orders related to ongoing services contract
  
  

Key Qualifications

• Experience as Service Delivery Manager or Project Manager of international service/IT/telecom projects
• Strong commercial and technical know-how in the service sector, combined with solid IT knowledge and experience with service management processes (ideally ITIL)
• Completed technical education in computer engineering, telecommunications, IT or equivalent
• Working experience with safety critical IT infrastructure is much appreciated
• Entrepreneurial way of thinking as well as proven customer experience is needed
• Excellent English language skills (written and spoken), Arab is an advantage
• Willingness to travel in the UAE region and worldwide (10-30%)
  
  

Our Values

Around 2,600 employees are committed to creating a safer world with their innovative strength and technology orientation. Our culture is based on a working environment characterized by fairness and trust, mutual respect and appreciation. As an international company, we value this diversity and recruit regardless of age, gender, origin, ethnicity, sexual orientation or religion. We value fair and good working conditions, an optimum work-life-balance and offer all our employees equal development opportunities. In doing so, we focus on long-term working relationships in order to keep the valuable know-how of our employees stable.

Benefits

What we offer:

A high degree of responsibility and the chance to actively participate in shaping the company’s success

A team-oriented and respectful corporate culture enabling you to make the most of your skills and unfold your personality in a dynamic growth environment

Collaboration in international projects and multi-cultural teams

Career opportunities with an innovative market leader

Attractive benefits and a market orientated remuneration package

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