Job Summary: 

• Work directly with the VP to develop and achieve Technical Support objectives that support the organizational vision
• Direct a team of support engineers and technicians as they diagnose and provide support to customer devices via phone, email, chat, and other channels
• Provide escalation support for the support team
• Incorporate best call center practices to meet market and company needs
• Ensure that targeted service and performance standards are achieved or exceeded
• Define performance metrics to ensure efficient team operation, track against company performance targets, and ensure the best possible support experience for customers
• Establish and manage communication channels within and among departments
• Be the liaison to provide customer feedback to internal stakeholders and the Senior Management Team.
• Execute tactical plans and initiatives that exceed customer expectations resulting in increased customer satisfaction
• Assist in the development of annual business plans
• Lend expertise and knowledge to development teams to improve existing products and to help develop new products
• Coordinate incident management tracking and documentation

Skills on Resume:

• Strategic Planning (Hard Skills)
• Team Leadership (Soft Skills)
• Escalation Management (Hard Skills)
• Call Center Best Practices (Hard Skills)
• Performance Metrics Analysis (Hard Skills)
• Cross-Department Communication (Soft Skills)
• Customer Feedback Management (Soft Skills)
• Incident Management (Hard Skills)

Job Summary: 

• Accountable for managing a diverse workforce that initiates process improvement and develops operational and network improvement techniques
• Drives the company culture and strategies.
• Creates strategies to achieve business goals such as increasing revenues, optimizing expenses, and developing a skilled, motivated, satisfied, and diverse workforce
• Provides strong leadership, including communicating vision, strategy, and objectives.
• Leads by example in creating an environment that encourages open communication, sharing ideas and best practices, and building strong cross-functional relationships
• Strategically works with other functional leaders in innovation and driving cross-functional process changes
• Leads a highly effective data-driven team that provides technical support to the field operations, network, and customer services team supporting front-line execution and a superior customer experience
• Responsible for planning and maintaining the network and operational technical processes and infrastructure
• Provide critical data to drive ongoing operational performance improvement.
• Uses data and analytics to understand the return on investment, workforce optimization, and supporting service metric root cause analysis
• Prepares and presents results to senior leadership
• Partner with teams to prioritize business needs and stay up to date with the goals of the organization as they evolve.
• Build and maintain strong cross-functional relationships across the company
• Conduct and ensure timely employee appraisal reviews and progress reports for the team

Skills on Resume:

• Process Improvement (Hard Skills)
• Strategic Leadership (Soft Skills)
• Workforce Development (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Data-Driven Decision Making (Hard Skills)
• Operational Planning (Hard Skills)
• Performance Metrics Analysis (Hard Skills)
• Employee Appraisal Management (Soft Skills) 

Job Summary: 

• Assist HR/Operations Management to ensure that all HR and facilities concerns are addressed.
• Assist CEO with work overflow projects.
• Maintain an annual CSAT score of 97% or above.
• Ensure excellent customer experience throughout the customer journey, across the entirety of the organization.
• Ensure Subscriptions, Prepays, etc are up to date and in order
• Implement processes that ensure Customer and Employee Success and as well remove any barriers to that goal.
• Manage scheduling, shifts, and other HR duties to Support teams
• Ensure processes and metrics holding the department to high standards are followed and that there is consistency across the organization
• Evaluate, recommend, and implement new processes and metrics to improve customer satisfaction and increase the overall efficiency of the team
• Monitor team performance and provide direction where needed
• Motivate, inspire, mentor, and support team members
• Provide employee career guidance
• Assist with escalated customer concerns from Team Leads and Team members
• Provide Account Management and Support to E+ accounts

Skills on Resume:

• HR and Facilities Management (Hard Skills)
• Project Management (Hard Skills)
• Customer Satisfaction Management (Hard Skills)
• Process Implementation (Hard Skills)
• Scheduling and Shift Management (Hard Skills)
• Team Leadership and Mentorship (Soft Skills)
• Performance Monitoring (Hard Skills)
• Employee Career Development (Soft Skills) 

Job Summary: 

• Define and execute a long-term customer support strategy
• Develop and implement repeatable, scalable processes to meet KPIs and SLAs
• Build and grow a strong, cohesive team by coaching, setting strategic direction, and applying a robust knowledge of products, systems, and procedures
• Lead a high-performing, 24x7 Support team that will include internal and outsourced agents.
• Balance strong execution of day-to-day responsibilities with long-term strategic goals
• Set departmental goals and KPIs, create reports on support activities for senior leadership
• Partner with cross-functional stakeholders to ensure workflows, documentation, and playbooks are well-defined and enable the best service delivery
• Develop new internal tools to assist in the support process and continuously strive for improvement
• Manage availability and staff coverage to ensure 24x7 support
• Plan and execute implementation-related activities with the Project Management team
• Investigate and resolve customer tickets for both defects and non-defect issues
• Serve as an emergency escalation contact for customers and the technical support team

Skills on Resume:

• Customer Support Strategy (Hard Skills)
• Process Development (Hard Skills)
• Team Leadership and Coaching (Soft Skills)
• 24x7 Support Management (Hard Skills)
• KPI and SLA Management (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Internal Tool Development (Hard Skills)
• Emergency Escalation Management (Hard Skills) 

Job Summary: 

• Manage the customer support day-to-day processes and functions on a global basis.
• Design, implement, and manage customer escalation processes to ensure customer satisfaction and excellent communication (internally and with customers)
• Work in partnership with Cloud Dev/Ops team to design and deliver exceptional customer support to cloud customers.
• Continuously evaluate the current state of the customer support strategy and operations, leveraging metrics, customer satisfaction feedback, and insights from across the organization.
• In support of changing customer and requirements, formulating and revising customer support policies, and promoting their implementation
• Partner with cross-functional teams to develop a future state customer support strategy and support operations plan
• Build a prioritized project and implementation plan to address both near-term and long-term objectives.
• Define and manage robust data- and metric-driven operating processes to improve the ongoing execution of the support function in alignment with central support function processes.
• Partner with implementation and customer success teams to drive alignment on operating model, roles and responsibilities, and key intersections/handoffs to ensure a seamless customer experience.
• Partner with Product Management teams to develop processes to capture key customer insights on product challenges, enhancements, and growth opportunities.
• Drive ongoing continuous improvement across strategy, operations, technology, and talent.

Skills on Resume:

• Global Customer Support Management (Hard Skills)
• Escalation Process Design (Hard Skills)
• Cloud Support Collaboration (Soft Skills)
• Metrics and Feedback Analysis (Hard Skills)
• Policy Formulation and Implementation (Hard Skills)
• Cross-Functional Partnership (Soft Skills)
• Project and Implementation Planning (Hard Skills)
• Continuous Improvement (Soft Skills) 

Job Summary: 

• Functional ownership of the Technical Support and Helpdesk model, processes and way of working.
• Drive implementation globally in Regions and Industries/Strategic Business Units.
• Drive the global operational performance of the Technical Support function through a drumbeat process involving Regions and Industries/Strategic Business Units and the global Service function
• Liaise with the Head of Global Helpdesk to ensure alignment to globally defined ways of working for the 24/7 Helpdesks
• Ensure that Helpdesk performance is included in the drumbeat process on operational performance
• Member of the Global Marketing and Service functional management team (solid line) and work in strong cooperation with Regions and Industries Technical support and Service staff to drive performance
• Monitor technical escalation processes from regions to industry and from industry to manufacturing and support where needed to ensure optimal performance towards customers
• Drive Regions and Industries/Strategic Business Units to secure adequate resources (quantity, competence) for technical support to deliver the expected Service standards of Marel
• Responsible for the ownership of technical-related master data from a Service perspective
• Scout and develop new ways of working related to technical support
• Based on business needs, identify System requirements and work with Global Functional Team and IT to design and implement solutions

Skills on Resume:

• Technical Support Ownership (Hard Skills)
• Global Performance Management (Hard Skills)
• 24/7 Helpdesk Management (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Escalation Process Management (Hard Skills)
• Resource Planning (Hard Skills)
• Data Ownership (Hard Skills)
• System Implementation (Hard Skills) 

Job Summary: 

• Meet with the rest of Technical Support leadership to identify strategic initiatives to improve the service offered to customers
• Review escalation requests to identify the best next course of action in the ongoing support case
• Meet with the Support Enablement team to review the status of ongoing projects intended to improve processes and tools
• Analyze metrics to identify overarching trends in service and customer experience and identify areas for improvement
• Review employee engagement data to understand employee satisfaction levels and determine strategic initiatives to address problematic areas
• Look over the latest benchmarking against industry peers and identify key areas to focus on as part of the organization's vision and strategy
• Optimize deployment of resources across local, onshore, nearshore, and offshore centers based on data-driven capacity planning.
• Embrace a “customer first” view of the end-to-end experience across all support channels and the full life cycle of support including case intake, case management, case resolution, escalation, and incident management.
• Work with cross-functional teams to evaluate, design, and implement tiered/premium service level strategies.
• Expand existing training and enablement programs to build a robust onboarding and ongoing talent development program.
• Collaborate on a talent strategy, looking at how we attract, develop, and retain a dynamic, client-centric service team
• Manage key operational and administrative responsibilities including budget management, reporting, resource/HR management, scheduling, etc.

Skills on Resume:

• Strategic Initiative Development (Soft Skills)
• Escalation Management (Hard Skills)
• Process and Tool Improvement (Hard Skills)
• Metrics Analysis (Hard Skills)
• Employee Engagement Analysis (Soft Skills)
• Benchmarking and Competitive Analysis (Hard Skills)
• Resource Optimization (Hard Skills)
• Customer Experience Management (Soft Skills)