Customer Support & Service Management Engineer

  • Location: ANTWERPEN
  • Type: Perm
  • Job #18813

Customer Support & Service Management Engineer

As a member of the Service Management Team, you will be part of a global team providing first and second line application support and service level management.


  • Provide timely and effective 1st and 2nd line product & technical support professionally and efficiently, maintaining a high degree of customer service and meeting service level agreements
  • Monitor and resolve reported incidents, service requests and escalations from Customers’ level 1 support
  • Work effectively and productively with the Product Teams to ensure incidents and service requests are resolved within the SLA resolution KPIs
  • Be part of a global team duty-rostered to provide 24/7 application support. Estimated 1 week duty every 2 months


  • Be a dedicated Account Lead for selected Customer(s) Business-As-Usual service management, familiar with the unique business processes and needs of the customer(s)
  • Track and facilitate the resolution of tickets to ensure that Key Performance Indicator’s established in Service Level Agreements (SLA) with customers are met
  • Submits Incident/RCA Report, working with Product Teams to perform root cause analysis to identify repeating patterns and propose measures to prevent recurrences
  • Holds service meetings with the Customers to update on status & timeline of tickets raised, review priorities and service levels​
  • Proactive engagements to pre-empt Customer’s requirements  
  • Complete overview of Customer’s needs and requests 
  • Establish the right roles and responsibilities with the Customers
  • Help Customers get as much value from GTOS products or Services as possible
  • Work closely with Terminal Leads and Product Management teams to communicate customer’s feedback (Be the Voice of the customer)
  • Terminal visits and regular product meetings with Customers 
  • Perform Software installations (upgrades, fixes)
  • Perform changes in environment configuration and updating software configuration documentation
  • Gather, analyse and document users’ requirements
  • Work effectively with GTOS product team to provide feasible solution to the customers
  • This role reports to the Product Rollout & Service Management Manager


  • Master of Bachelor’s degree in IT, Computer Sciences or other relevant fields
  • Min 6-8 years of working experience in IT
  • Proven experience in software implementations and post implementation support
  • Proven experience in 1st and 2nd level support and SLA Management
  • Proven experience in customer management and providing good customer service
  • Proven ability to acquire expertise in new business domains and software products 
  • Working experience with virtual teams and offshore development
  • Knowledge of ITIL Service Operation, ITIL Service Management and basic understanding of ITIL Service Transition and Continual Service Improvement
  • Technical Skills: Experience on DB2, Java,  C#/.Net & LINUX
  • Strong working experience with SQL scripting with the ability to craft and execute complex SQLs.
  • Wide knowledge of computer environments, including server, desktop, handhelds & vehicle mounted terminal
  • Strong familiarity with Help Desk and Service Management tools eg ServiceNow
  • Strong command in both written and spoken English
  • Willing to travel frequently and work on-site


  • Strong customer relationship management skills.
  • Effective communicator with strong presentation & negotiation skills.
  • Able to communicate effectively with all levels, including senior level management, directors and executives
  • Sound problem solving skills
  • Ability to act autonomously, bring structure and organization to work
  • Strong analytical and supervisory skills.
  • Ability to take pressure and work under tight schedule.
  • Responsible attitude and discipline.
  • Team player, motivator, self-starter, logical and deadline oriented.


  • Work in an dynamic environment
  • fine colleagues
  • nice salary package
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