Customer Support Manager
2 weeks ago
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Would you like to work in an international environment where you will make a difference every day? We are looking for game-changers to join us as we innovate for individuals and develop the world's most advanced assistive solutions.
At Permobil, the people who use our products come first. Our purpose is to create advanced assistive solutions that make the lives of adults and children living with disabilities more enriching. Our people are passionate about pushing the boundaries of technology to deliver innovations that improve lives. We are a sustainable and responsible business committed to continuous improvement, and our customers can trust us to provide market-leading solutions driven by insights-based clinical data.
Position Overview
The Customer Support Manager oversees and manages a team of Customer Service staff servicing the DK, NO markets and all markets for our Panthera brand. This role involves providing coaching, guidance, and support to ensure team members meet established targets. The Customer Support Manager works closely with Cluster Managers and VP Customer Support to drive continuous improvement initiatives, enhance process efficiency, and ensure a high standard of customer service delivery across the markets. This position requires strong leadership, communication, and collaboration skills to maintain a successful and efficient support operation.
This role is based on-site at Permobil's brand new cutting-edge innovation center in Birsta, Sundsvall, at the state-of-the-art facility, which unites research, manufacturing, and sustainable practices under one roof. Our commitment is to cultivate an inclusive environment that enhances accessibility, participation, and the development of world-class mobility solutions for the future.
Key Responsibilities:
- Accountable for daily operations of the Customer Support Organisation in DK, NO and Panthera, including provision of visible leadership for local and remote team members.
- Ensuring that the right staff are in the right roles and accountability for the development and motivation of all staff.
- Drive Customer Satisfaction towards our target and continuously work on improvements.
- Ensure that other service level agreements and service performance indicators are met.
- Track, analyse and report performance against agreed targets and according to measures defined in dashboards and/or performance matrix.
- Prepare, schedule and conduct Call Quality Monitoring and coaching sessions with staff and recommend training needs.
- Act as escalation point for customer complaints.
- Develop, review and manage SLAs of the Customer Support with local teams, stakeholders, and interface functions.
- Plan and optimize schedules to ensure efficiency in own organization.
- Initiate and drive process improvement and system implementations within the area.
- Act as key contact person and driver within Customer Support for appointed product area.
Qualifications & Skills:
- Education in Business Administration, Engineering, Finance, or other relevant educational background.
- Proven track record as a people's manager or management consultant.
- 2+ years' experience in managing people or project management.
- Good IT skills; experience from D365 would be an advantage.
- Strong leadership and organizational skills and ability to drive change.
- Ability to structure and prioritize work in a complex and international environment with various stakeholders.
- Fluency in English; additional languages besides local language would be an advantage.
- Excellent verbal and written communication skills.
- Medtech industry experience is a merit.
Who You Are:
You are a self-driven and highly motivated individual with a strong passion for customers and a commitment to delivering outstanding customer service. With a result-oriented mindset, you have a proven track record of identifying opportunities and ensuring they are successfully executed. You possess a commercial mindset, always considering the business impact of your decisions, and you thrive in dynamic environments where workloads may fluctuate. You are flexible, adaptable, and capable of managing high-pressure situations. Additionally, you have a keen eye for process improvement, constantly seeking ways to enhance efficiency and optimize performance.
Why is Permobil the next step for you?
- You'll make a difference. Every day.
Everything we do leads to understanding and improving the lives of our users. Through our evidence-based innovation, we make a difference to people's lives. - You'll make your mark as part of our future.
We collaborate with colleagues across borders to Innovate for Individuals. The impact you make personally could lead to change around the world. - You'll feel welcome from day one.
We're known for being great colleagues, who are collaborative, fun and at the cutting-edge. Everyone at Permobil cares as much as you do about making a positive difference.
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