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Open nowPosted 11 days ago

Responsable de Service Call / Expert N3 (H/F)

xefi-172122609482 open roles

Where
Rillieux-la-Pape, France
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Your applicationOpen nowResponsable de Service Call / Expert N3 (H/F)xefi-1721226094 · Rillieux-la-Pape, France

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  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 11 days ago

The posting

Rejoignez XEFI et vivez l’expérience Performance !

Chez XEFI, la performance se décline sous toutes ses formes :

📈 Performance d’entreprise : Plus de 25 ans de croissance et une ambition de construire un réseau de 400 agences en Europe dans 7 pays européens.

💻 Performance informatique : Maîtrise des technologies les plus pointues pour les TPE/PME.

🏃🏼‍♂️‍➡️ Performance sportive & bien-être : Programme Santé Sport pour rester en forme (sport, nutrition, posture au travail, bien-être)

💼 Performance professionnelle : Académie interne, e-learning et formation continue pour développer vos compétences.

🤝 Performance collective : Esprit d’équipe, résultats et accueil 5 étoiles au cœur de notre culture.

Contexte:

Le service call de XEFI Advanced France constitue le point d'entrée des demandes clients ETI et le premier maillon de la chaîne de service. Son niveau de performance conditionne directement la qualité perçue du support et la charge reportée sur les équipes d'intervention.

Le poste répond à un double besoin : structurer l'encadrement d'une équipe de 8 techniciens et sécuriser le niveau d'expertise technique interne. Le titulaire est à la fois le responsable hiérarchique de l'équipe, le dernier niveau d'escalade technique avant sollicitation externe, et le garant de la montée en compétence collective.

Ces trois dimensions sont indissociables : la légitimité managériale du poste repose sur la crédibilité technique de son titulaire.

Vos missions

  • Management de l'équipe Encadrer et animer les 8 techniciens support : plannings et couverture de service, entretiens individuels et besoins de formation, intégration des nouveaux entrants, arbitrage des priorités et gestion des surcharges.
  • Expertise technique N3 et transmission Traiter les incidents escaladés des niveaux 1 et 2, prendre en charge les dossiers critiques ou à fort impact, décider et suivre les escalades (équipes internes, éditeurs, prestataires). Analyser les causes racines des incidents récurrents. Surtout : diffuser cette expertise base de connaissances, procédures, arbres de décision pour faire progresser le taux de résolution au premier contact par le transfert de compétences, et non par l'absorption des dossiers difficiles.
  • Pilotage et reporting Animer le comité hebdomadaire comme un outil de pilotage : indicateurs, dossiers critiques, décisions, plan d'action. Porter la responsabilité du résultat sur les KPI détecter la dérive, traiter la cause, rendre compte de l'effet. Rendre les indicateurs lisibles et appropriables par chaque technicien. Produire le reporting pour la direction d'exploitation et contribuer au paramétrage de l'ITSM (files, workflows d'escalade, priorisation).

PROFIL :

"Le savoir-être avant le savoir-faire", telle est notre devise chez XEFI.

De formation supérieur, vous justifiez d'une expérience réussie sur des fonctions similaires.

Nous recherchons donc des personnes :

🧐 Curieuses

💥 Dynamiques

🔄 Proactives

😃 Souriantes

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