Customer Support Manager
4 weeks ago
At Permobil, we're seeking a highly skilled and experienced Customer Support Manager to lead our customer service team in DK, NO, and Panthera markets. As a key member of our organization, you will be responsible for providing coaching, guidance, and support to ensure team members meet established targets.
Key Responsibilities:- Oversee daily operations of the Customer Support Organization in DK, NO, and Panthera, including provision of visible leadership for local and remote team members.
- Ensure 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, analyze, 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 of 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.
- 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 manager.
- 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.
- You'll make a difference. Every day.
- You'll make your mark as part of our future.
- You'll feel welcome from day one.
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