Technical & Repair Support Manager

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.  

Scope

You are in charge of managing the Repair subcontracted partner and internal team to ensure the contractual KPI's Ingenico has with its customer (SLA above 95% - Turn around time of 10 days) with repair & technical support  team in order to ensure the resolution of the different field/repair/customer incidences.

Main Responsibilities                     

• Manage the repair & technical team and the Subcontract partner - Direct contact with partner operation manager                     
• Lead the Weekly production meetings reviewing Capacity, output and SLA performance
• Be accountable for all aspects for the Iberian repair centers performance covering but not limited to delivery, quality and financial                                                     
• Lead the Weekly production meetings reviewing Capacity, output and SLA performance
• Gather and analyse data to support business reviews as required covering as a minimum weekly performance review & monthly financial reviews                                                 
• Provide technical support to internal departments, customers and partners                 
• Ensure the correct resolution of incidents in the field                                         
• Provide training of new products to partners                                            
• Ensure the correct functioning of the different services like the software catalogue or the remote keyloading                                          
• Continuously check PCI compliance and participate in the PCI audits                             

Profile

You have a technical degree from University or a degree in Engineering. You have at least 3 years in a technical position (aftersales or R&D) and at least 2 years managing teams. You have at least an operational level of English (B2/C1) and speak Spanish fluently.

Important skills :

• Knowledge about repair activities       
• Ability to be assertive and communicate effectively  
• Ability to work on your own initiative to demanding timescales             
• Experience in data analysis and report generation     

Nice-to-have skills :

• PCI DSS knowledge    
• SAP knowledge            
• JIRA knowledge                          

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.We want to adapt our processes and create a safe work environment that welcomes everyone. To learn more about what it's like working inside Ingenico, follow us on LinkedIn