Service & Support Manager

To support our growth and keep delivering premium customer support we are expanding our support team. To coordinate and organise this transition, we are looking for a Service & Support Manager

Job description

  • Your main goal is to develop processes and organisational improvements to provide fast and efficient support to end-users and distributors
  • You are responsible for the installation onsite by our service engineers or distributors, and provide support of hardware and software of our cubes.
  • You work in close collaboration with the sales team in order to establish and maintain proper business relationships with customers and distributors
  • You collaborate with the operations team to plan and organise onsite installations, service and maintenance interventions
  • You channel feedback to the R&D team regarding serviceability of our products and improvements in our software debugging tools
  • You are getting the most out of our existing tools (ticketing service desk and CRM) and expand this further where necessary
  • You are technically savvy and assist in complex service tasks when needed
  • You monitor and report relevant KPI’s and act accordingly to continuously improve the service and support team
  • You will lead a team of service technicians and first line support agents

Profile

  • You will be part of the management team and report directly to the CTO Profile
  • You hold a Bachelor of Science (e.g. engineering, technical or scientific) or equivalent based on experience
  • You have 2 – 5 years of relevant experience in customer support, preferably in a high-tech, low-volume environment
  • You have a basic knowledge of electronics and IT-skills (networking, Linux / Mac environment,…)
  • You have strong organisational skills and set the right priorities for yourself and your team
  • You are a creative problemsolver and have excellent troubleshooting abilities and demonstrated customer focus
  • You are energetic, stress-resistant and action-oriented
  • You are a clear and concise communicator
  • You are fluent in English and Dutch, any other language is a plus
  • Our customers are in all timezones, occasionally you’ll work outside business hours
  • Travel: less than 15% of your time

Offer

  • Full-time contract with competitive salary, supplemented with various extra-legal benefits
  • Molecubes commits to a healthy work-life balance with flexible working hours
  • You will be part of a young and fabulous team in a dynamic work environment (Ghelamco Arena Ghent)
  • Working in an open team that encourages discussions and personal expression
  • Opportunities for personal development and building your network
  • Cold beers, amazing team building and monthly afterwork events with the team

To Apply

Fill out he form below or send your resume and motivation letter to career@molecubes.com with subject ‘Service & support Manager’.