Customer Support Manager

4 weeks ago


Sundsvall, Västernorrland, Sweden Permobil Full time
Customer Support Manager

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.
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 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.
Why Permobil?
  • 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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