Customer Service Team Leader

Company DescriptionCNSis a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in‑class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions‑portfolio.Job DescriptionCustomer Service Team Leader with a strong track record in the Banking, Financial Services, and Insurance (BFSI) sector. The ideal candidate will lead a team of hardware engineers, ensuring timely delivery of services, preventive maintenance, and technical support for banking systems while maintaining high customer satisfaction.Duties & ResponsibilitiesTeam Leadership & CoordinationLead, mentor, and manage a team of Customer Service System Engineers to ensure efficient service delivery.Assign daily tasks, monitor performance, and ensure adherence to SLAs.Provide guidance on technical issues and elevate high-priority cases to senior management.Conduct team meetings and training sessions to enhance technical skills and process compliance.Hardware Installation and MaintenanceOversee installation, configuration, and troubleshooting of hardware systems, including Diebold Nixdorf Cineo and DN Series machines (CMD-v4, CCDM, RM3, ATS, RM4V, RM4H, CMDv6C, CMDv6A) and related peripherals.Ensure all preventive maintenance (PM) plans are executed as per schedule and standards.Technical Support & Problem ResolutionMonitor on‑site and remote support activities to minimize downtime and optimize performance of banking systems.Analyze high‑level escalations, perform thorough investigations, and provide permanent resolutions.Coordinate with vendor support teams for updates, patches, and hardware fixes.Workshop & Spare Parts ManagementSupervise workshop repairs, ensuring compliance with supplier standards.Coordinate with logistics to manage spare parts inventory, track consumption, report shortages, and ensure timely returns.Customer Support & Service Call CoordinationEnsure prompt response to customer inquiries across multiple channels.Take ownership of escalated hardware issues and ensure effective resolution.Coordinate with the service desk for call scheduling, update progress, and report field challenges.Quality Assurance & ComplianceEnsure all processes, documentation, and maintenance activities comply with internal and supplier standards.QualificationsEducationBachelor’s degree in computer science, Computer Engineering, or Information Technology.Experience6–7 years of experience in hardware support within BFSI, preferably with Diebold Nixdorf hardware and software solutions.Additional InformationCore Technical SkillsDiebold Nixdorf Cineo and DN Series machines (CMD-v4, CCDM, RM3, ATS, RM4V, RM4H, CMDv6C, CMDv6A) and related peripherals.Soft SkillsStrong leadership, mentoring, and team management skills.Excellent verbal, written, and listening communication skills in English.Ability to quickly learn and adapt to new technologies, tools, and processes.Strong analytical and problem‑solving abilities.Proactive, organized, and capable of managing multiple priorities in a fast‑paced environment.Compliance with policies and procedures based on the ISO standards adopted by CNS.#J-18808-Ljbffr