Customer Service Manager

As a Customer Service Manager, you will form part of the Service Management track within the IT function. You will provide service delivery using ITIL methodology best practices for incident, problem, and knowledge centered support as well as Change Management. You will coordinate the different activities of the service desk team, to guarantee the business continuity and solve the level 1 and level 2 IT tickets reported by the system clients.

**Main Responsibilities.**
- Ensure the correct function of the Points of Sale systems, the interfaces between them and with the ERP, so the information flows correctly for the client to use (entry, storage, product sales, registration)
- Lead and coordinates the activities of the members of the service desk to provide the best service to our dealers and achieve the expected results.
- Be the contact for the different dealers in the metropolitan area, abroad or in Central America, assisting in the different level 1 and 2 tickets and guaranteeing the correct service of the Points of Sale systems.
- Oversee the performance of the service desk team concerning the attention they provide to dealers, making improvements if needed and delivering a good service.
- Develop and implement metrics in the Call Center to improve the quality of the service provided.

**Qualifications**
- Bachelor's degree in computer science, computer engineering, related discipline, or equivalent work experience and technical training.
- + 2 years of experience as a Customer service/service desk Manager.
- Project management skills, including defining, organizing, and completing projects.
- Experience leading large teams.
- Salesforce knowledge desirable.
- Advanced English Skills.

Benefits included will be discussed with you by your recruiter during the hiring process, like medical benefits, life insurance and more.

**About us**:
**PPG: WE PROTECT AND BEAUTIFY THE WORLD**

**The PPG Way: We partner with customers to create mutual value. We are "One PPG" to the world. We trust our people every day, in every way. We make it happen. We run it like we manage it. We do better today than yesterday - everyday.