Product Owner
- Has basic expertise of respective agreed customer service (according to contract)
- Supports during service and/or tool implementation (optional: SV)
- Operational contact for customer (external customer communication regarding technical service aspects)
- Responsible for continuous process improvements
- Analyses and derives actions from quality checks
- Coordinations and/or processing technical initial trainings (knowledge transfer to Solutions Experts)
- Initiates intraday actions to improve KPIs of daily operations
- Register complaints (according to the Complaint Process at SO CD08001; positive feedback in the Feedback Handling Tool (FHT; for PAS the Rekla-Process and Rekla-Tool is valid) (optional: SV, OPMx, OPM, GOM)
People Manager
- Motivation, leadership, and personal development of Solution Experts
- Initiates monthly “Performance and Development Dialogue” with each Solution Expert
- Analyze and derive actions from quality checks
- Supports in conflict and change management (if necessary)
