James Laing

Chronos is a business-to-business specialist supplier of timing solutions, services and GPS solutions for the telecom industry, defence and geolocation markets. We are system integrators of timing hardware for telecom operators around the globe and all our installations are supported on a 24x7 basis with a next day swap repair service. I am responsible for managing a group of Chronos customers, the emphasis within Chronos is to build long lasting relationships that support our customers. Chronos is a leader in the field of telecom synchronisation (synchronization), being a member of the ITU standards committee which sets the rulebook for telecom networks as well as being the founder of the International Telecom Sync Forum (ITSF). We can provide consultancy and testing services for the latest technological advances in sync timing / phase. PTP/1588, SyncE, GNSS vulnerability mitigation, jamming, spoofing. I drive efforts for finding new business, Tasks involve bid management, strategic planning, liaising with partners and suppliers, and support for product design, service application, and marketing.

Responsibilities • Measure and monitor service performance, including SLA measures, and ensure service reports are delivered in the timescales agreed with the customer. • Client facing meetings – at least per week • Judge the urgency of service faults and use appropriate media to resolve accordingly • Review departmental processes to improve the quality of service provided. • Monitor all key performance indicators, including customer satisfaction and perceptions of service, and take action to prevent and address under-performance. • Present service performance information through regular service reviews. Agree priorities and actions to be taken. • Take responsibility for ensuring major customer incidents/issues are driven through to resolution, working closely with appropriate internal teams and delegating issues where necessary. • Champion customers’ needs within the organisation and influence and coordinate internal teams (Assure, Provide, and Billing) as well as management to resource and resolve customer issues. • Understand the customer revenue and contribution, and the factors impacting service profitability. Monitor service and other credits paid, billing disputes, aged debt, service changes requested, etc., to ensure all appropriate charges are raised and actions are taken to reduce late payment by customers and out payments to customers. • Develop relationships of openness and trust with customer to allow a better understanding of their business and a shared understanding of any issues. • Develop strong internal networks with, and be an effective virtual team-member of, key internal departments: Sales, Provide, Assure, Finance and Billing. • Regularly analyse information on performance and client satisfaction data, and develop and implement Service Improvement Plans as appropriate.

Responsible for the Problem process for the top 250 customers; • Minimise the adverse impact of Incidents and Problems caused by identifying the root cause, resolving service faults and be proactively preventing the occurrence of Incidents and Problems. • Working closely with the Service Desk, Incident Management. Operational Support staff and the Customer. • Understand and review departmental processes in order to meet the customer’s demands and to improve the quality of service provided. • Responding to real time events and day-to-day operational needs through the effective management of individual work pool and escalations to meet customer expectations and agreed service levels. • Understand and prioritise workload and pro-actively drive tasks through to completion. • Ensure you are up to date with current procedures, new products and are aware of operational goals and priorities