Softengi is looking for a Service Projects Manager to join our professional team.
Job Description:
- Work with incoming Service Desk Requests:
- Read/analyze/label Jira tickets
- Assign SLA to the ticket
- Assign ticket to the engineer
- Get the estimate for the ticket from the engineer and ensure that actual work time is logged once the ticket is completed
- Ensure that time log is accurate and completed on time
- Plan when each ticket should be resolved and completed
- Plan regular customer on-site visits by engineers
- Constant re-evaluating and re-accessing of priorities and re-planning accordingly.
- Communication with the customers over the phone, via emails or chat
- Reporting of the service hours per customer per request type
- Creating and managing the work orders in Odyssee Mobile
2. Work with Projects:
- Receive the project plan and structure from the managers — create the project structure in the Exact Online and assign tasks to the team members
- Reschedule and update Exact online tasks alongside project implementation
- Work with engineers to unblock their work process
Required:
English as a primary working language (advanced)Experience working with Jira and Jira Service desk proactive solution and customer-oriented and good work ethics able to work under pressure and able to work in the dynamic, sometimes disorganized environment able to have a “helicopter view”, find and/or create structure when there is none by improving the processes.
Desired:
- French — as a benefit (not a must)
- experience with Exact Online and Odyssee Mobile (preferably but not a must)
Description of the project and team:
Belgian company specialized in the development and automation of systems for the laboratory environment.
work directly with engineers and product owners