ROLE DESCRIPTION : Role purpose: Develops, designs and implements new services to support COLT’s technical function in line with business requirements Key accountabilities: Undertakes process gap analysis to find potential areas of improvement, enhancement and/or process re-engineering and implementing these improvements Enhances process efficiency and makes quality improvements through six sigma projects or other tools Ensure KPI delivery as per agreed SLA Additional Accountabilities Supports COLT customers within own area of expertise to standards established by COLT policies and procedures Provides a professional service delivering combinations of products and services through customer support and installation activity to COLT’s customers, maximising revenue potential and achieving customer service excellence Collates statistical data for management reporting Provide a single point of contact for all orders in Service Deliver Pipeline Contribute to the service delivery process in order to achieve an excellent service level Coordination for the delivery & hand-over of services to customers Ensure quality and reliable services are provided for COLT customers and delivered in accordance with Product Marketing Manuals and COLT’s standards, procedures and processes. Coaches new starters and more junior Customer Support staff where necessary Builds effective relationships with Customer Support teams for escalations and process improvement initiatives Conducts quality checks to ensure that the team projects a professional image and provides a quality service at all times