Martin Cooper
Customer Field Service Manager @Dell Technologies
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WORK HISTORY
Customer Field Service Manager @Dell Technologies
London, GB
I manage a group of Customer Service Engineers to maintain and increase customer satisfaction through high quality installation, repair, modification and preventative maintenance of equipment and software within an assigned geographical area. I promote development of strong cooperative relationship with local Sales and Technical Operations organisations.My key Accountabilities:• Coordination, planning and running of regular service reviews • Solves complex service issues through in depth analysis of data• Acts as customer and internal teams escalation point through to resolution • Manage high severity incidents through to resolution• Manage support staff development and personnel issues • Manage KPI’s in line with corporate targets My key attributes:• Strong interpersonal and communication skills • Highly developed experience in managing services, both complex and organisational wide - specifically using the ITIL methodology • Ability to operate in a changing environment• Excellent customer service skills to influence and improve the customer experience of the service delivered• Excellent trouble shooting skills • Ability to improve working methods to improve productivity of engineers
EDUCATION
University of Kent
BA Hons, Business Management
St Pauls Catholic College
GCSE & A Levels, 10 A-C's
SKILLS
ABOUT MARTIN COOPER
A proven leader, providing clear direction and communication to meet the needs of those I leads and the organisation/group who set the goals and targets.Challenges and changes are met with enthusiasm. With a strong foundation and willingness, most challenges can be easily overcome.
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