Support Chef - Expertise Center Manager
eWork Scandinavia AB / Supportteknikerjobb / Malmö
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hela Sverige For our customer we are looking for a Expertise Center Manager
Job description:
We currently have an open position for an Expertise Center Manager responsible for the support of a wide range of clients in the Nordics and other European countries, for products in our Customs suite. You will act as an escalation manager for the customers and lead the Expertise Center team members on a day-to-day basis. You will manage and reduce open and escalated incidents to ensure our SLA's are respected. You will ensure proper documentation and handovers are set up and shared within the team. You will address day-to-day HR activities for your team such as holiday requests, planning, rotas, performance evaluations and contribute in the recruitment and training of new team members.
You will be part of the European Customer Support Department and will work closely with other departments such as Product Development, Professional Services and R&D. You will report directly to the VP Customer Support (EMEA).
The successful applicant will be based out of our office in Malmö, Sweden and must be available for meetings at clients offices and other offices, which may include occasional overseas locations.
KEY RESPONSIBILITIES & DUTIES
• Day-to-day management of the Expertise Center team members (including members located in other locations)
• Monitoring of queues to ensure SLA agreements are adhered to
• Dealing with escalated queries and complaints
• Analysis of statistics / KPIs / trends to identify where improvements are required
• Generation of client KPI reports
• Management of service meetings with key clients
• Development and maintenance of internal/external knowledge base
• Assist sales in generation of SLAs
• Reduce incidents through pro-active and preventive support and maintenance including liaison with other teams
• Effective coaching of staff to improve performance.
• Motivation of staff to improve performance.
• Reviewing business processes and procedures, improving where necessary
Skills:
• You have excellent communication and presentation skills.
• You have a Can-Do-Mentality.
• You are customer oriented and listen actively to the needs of our clients.
• You are a solutions provider and service orientated with a clear focus on quality.
• You possess strong analytical and problem solving skills, able to understand technical concepts.
• You have strong organization skills and are able to prioritize and manage expectations.
• You work well independently and are self driven, flexible and stress resistant.
• You have good motivational skills and are able to steer your staff efficiently and successfully.
QUALIFICATIONS
• You have a university / higher education degree.
• You have minimum 5 years of successful Customer Support experience, preferably in an ICT context.
• Knowledge of or affinity with Supply Chain / Customs solutions and processes is considered an advantage
• You are proficient in Swedish and English.
• You have proven yourself successful in motivating and leading a team.
Publiceringsdatum2015-03-31Arbetstider och omfattningTillsvidare
Heltid
ErsättningFast månads- vecko- eller timlön
Så ansöker duSista dag att ansöka är 2015-04-30
Ange följande referens när du ansöker: Support chef
Ansökan kan skickas till e-postadress:
agneta.eriksson@ework.seFöretageWork Scandinavia AB
AdresseWork Scandinavia AB
Klarabergsgatan 60
11121 STOCKHOLM
KontorsadressKlarabergsgatan 60
STOCKHOLM
Visa på karta
Övriga kontaktuppgifterTelefonnummer: 0850605500
Jobbnummer 2229328
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