Service Manager - Ticketing Systems Bardi

Service Manager - Ticketing Systems
Bardi
Emilia Romagna, Bardi

Thales people architect solutions that support 85 million mainline and suburban passenger journeys, worldwide, every day.

Our Rail Signalling and Communication systems are used on metro lines across major cities, and 72, 000 kms of route, 52, 000 trains per day in 16 countries are controlled by our Traffic Management Systems.

Together We deployed the first-ever nationwide ticketing system which processes over 50 million ticketing transactions in 100 cities daily.

Job Objective

RCS Italia is based in Pessano con Bornago and counts over 40 employees.

Its mission is to provide electronic ticketing solutions worldwide, mainly responding to public and private invitations to tender.

The Service Manager is responsible of ticketing systems function, including customer service interactions, reports and repairs, assuring the relevant results.

She/He provides the highest level of services to the Customers (and other functions) with a sales-minded attitude while developing long-lasting customer relationships.

Key Responsibilities

He/She will:

- Assure the proper performance of the ticketing systems function;

- Effectively manage team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out;

- Display extensive working knowledge of industry standards and practices, including product details and company services offered;

- Offer exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and promptly and professionally taking care of any customer concern or complaint;

- Ensure and provide services to the "Design & Deployment" Projects in terms of Installation, Test & Commissioning, Warranty, Maintenance (including troubleshooting and issues resolution);

- Assist with or perform administrative tasks;

- Develop working knowledge of industry and services regulations, restrictions and laws, and ensure service department adheres to all regulations;

- Set up and maintain service desk, including managing service desk team members and evaluating desk efficiency;

- Resolve service desk problems and improve current service desk methods to increase productivity and customer service;

- Monitor department issues and client complaints to define patterns and work to lessen those recurring issues;

- Regularly audit work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly and thoroughly;

- Oversee team members performing inspections, preparing reports, and doing repairs; if necessary, carry out these job duties personally to ensure highest quality of work.

Skills, Experience and Qualifications

- Preferred previous service and management experience in ticketing solutions in railways environment

- Strong Customer-facing skills.

- Fluency in Italian and English.

- Self-motivated.

- Creative problem-solving.

- The knowledge of one or more of the following Systems and related Services (Installation, T&C, Maintenance, Troubleshooting ) will be considered an asset:

- Telecommunication Systems and IT Systems (Backbone Networks, IP, LAN/WAN, SDH, MSN, Tetra, GSM & GSM-R, LTE, )

- Operation and Maintenance Control Systems (SCADA, MMS, ).