Customer Service Team Leader at Ghobash Group

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

0.0

Posted On

11 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Technical Support, Problem Resolution, Hardware Installation, Preventive Maintenance, Customer Support, Analytical Skills, Communication Skills, Diebold Nixdorf Hardware, Mentoring, Organizational Skills, Compliance, Service Delivery, Performance Monitoring, Escalation Management, Workshop Management

Industry

Investment Management

Description

Company Description CNS is 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 Description Customer 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 & RESPONSIBILITIES Team Leadership & Coordination: Lead, 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 escalate high-priority cases to senior management. Conduct team meetings and training sessions to enhance technical skills and process compliance. Hardware Installation and Maintenance: Oversee 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 Resolution: Monitor 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 Management: Supervise 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 Coordination: Ensure 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 & Compliance: Ensure all processes, documentation, and maintenance activities comply with internal and supplier standards. Qualifications Education Bachelor’s degree in computer science, Computer Engineering, or Information Technology. Experience 6–7 years of experience in hardware support within BFSI, preferably with Diebold Nixdorf hardware and software solutions. Additional Information Core Technical Skills Diebold Nixdorf Cineo and DN Series machines (CMD-v4, CCDM, RM3, ATS, RM4V, RM4H, CMDv6C, CMDv6A) and related peripherals. Soft Skills Strong 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.

Responsibilities

The Customer Service Team Leader will lead a team of hardware engineers to ensure timely delivery of services and maintain high customer satisfaction. Responsibilities include overseeing hardware installation, technical support, and compliance with service standards.