Description

Our client is creating a new department of service operations and recruiting a service & support manager.

Sobre o nosso cliente

Our client is an international technology group with about 10,000 employees, more than 100 locations worldwide and a common goal: turn entrepreneurial thinking into customer success and shape the technological change. In the Business Areas Digital, Pharma, Supply Chain, Tissue and Tobacco, they offer products, solutions and services that inspire. They act fast to customer needs, they execute ideas seamlessly, and with their innovations they create added value for their customers. In doing so, they are increasingly building on ecosystems that solve the challenges of today and tomorrow.

As part of the group's digital business, its Porto location will be developing industry-leading software products for all companies and building innovative digital tech ventures that transform global manufacturing. State-of-the-art IT services worldwide, including cloud architecture, cyber security and SAP are central components of the offer. Leveraging the advantage of corporate power and a startup's proficiency with new technologies, Porto will be a key driver of the Group's digital transformation.

Principais responsabilidades

• Responsible for managing operations of all day-to-day interactions between customers and the team
• Report to the VP Operations and closely interact with all teams of the organization, which deliver our SaaS solution to the customer, but also external stakeholders
• Build and lead the service & support organization, you manage the team and you represent the team to other stakeholders
• Ensure that their customers receive outstanding support and all their needs are met in a timely and effective manner
• Build a cohesive Service & Support team and processes from scratch and manage people effectively through active coaching and development
• Develop and shape the strategic vision for the service & support team with a clear direction for the organization with regards to structure, processes, performance criteria and tool set
• Create customer support policies and procedures by leveraging your knowledge and understanding of relevant industry standards
• Provide and drive best practices for customer support into our organization and processes

Perfil desejado

• Master degree in Computer Science, Business Administration, Engineering or a related field
• Experience for 5+ years building, managing, developing and training service & support teams
• Previous teams had more than 20 headcount and were ranging from Service Desk support to Field Service personnel
• Combine B2B industry acumen in production operations with IT solution service know-how
• Strong track record and hands-on attitude in building and sustaining service & support processes, which are thoroughly documented, consistently audited, and continuously improved
• Coordinate and manage stakeholders, including your team, customers, and external parties
• You have a strong commercial mindset and you actively manage cost & expenses of your organization
• You easily apply Office productivity and communication tools such as Office 365, Slack, and Miro
• Your English is fluent

Benefícios adicionais

• An agile and fast changing company
• A modern and dynamic working environment
• Possibility to drive ideas into reality
• The opportunity to take more responsibility and develop your career

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