Customer Service Team Leader

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.

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.

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.

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.