After-sales Customer Support Team Manager, DACH (f/m), Germany

DE-Ratingen
Job ID
44329
Function
Customer Support

Overview

We're looking for an experienced support and services manager to lead our DACH Support Customer Experience Manager team, responsible for creating a single point of contact in managing the support experience for Zebra’s regional key accounts in DACH Region.   You will drive the strategy, implementation and operations of regional key account support including responsibility for services agreement renewals, service level management, regional sales alignment and regional service offer requirements. Partners with regional sales teams, with the centralized support and repair operations team and global services offer management to ensure key accounts expectations are exceeded and service growth is enabled.

Responsibilities

 

  1. Drives the development, execution and operations of regional Zebra support management process across key accounts
  2. Sets regional goals and objectives for support service levels for key accounts; serves as organization spokesperson on specialized projects or programs
  3. Manages support service levels and reporting to key clients
  4. Drives Operations Reviews for key accounts
  5. Owns and ensures overall satisfaction for end to end escalation management for key accounts
  6. Leads Regional Customer Support Experience Management team to drive regional operations to ensure service levels and renewal objectives are achieved
  7. Executes/closes large key account support service renewal contracts in partnership with Renewals team
  8. Regional sales enablement – supports regional support- and managed-service offer rollout as an extension of the Services offer management process
  9. Demonstrates a clear understanding & ownership of key contributing financial factors (for revenue & margin, including growth & recovery plans)
  10. Collates key data for Executive summaries and strategy for Get Well Plans.
  11. Supports Sales Account Team to respond to complex RFPs 
  12. Drives / Supports PoS attach Support Service initiatives / programs with sales leadership
  13. Supports service delivery readiness on multinational/global accounts for customers with head-offices in-country.
  14. Drives regional offer / policy requirements to global offer team
  15. Delivers cost reduction goals (ex. return rate reduction of NFF & Damage) 
  16. Identifies and drives region-specific operational process improvement opportunities in conjunction with Support and Repair leads
  17. Supports internal & external regional services sales activities f.e. local partner & customers events positioning Zebra's Services Portfolio. Frequent engagement with external customer managers.
  18. Partners with Prof-/Managed-Services Customer Experience Management team to ensure an integrated service experience is delivered to Named accounts
  19. Performs other duties as assigned.

Qualifications

  • Proven experience required in similar leadership role. Bachelors degree in Business, Engineering or related discipline.
  • Proven ability to lead customer focused teams resulting in improved service levels and revenue growth. Ideally experience in managing multi-country teams.
  • Pro-active, hands-on and achiever personality.
  • Commercial awareness with in-depth understanding of Service finance.
  • Customer-focussed with the ability to build excellent relationship with customers and vendors.
  • Strong communications and presentation skills.
  • Fluency inGerman (native level required) and English advanced level required.
  • Effective time management and task prioritization when under pressure.
  • Fully PC Literate.
  • Frequent Travel required mainly within DACH, up to approx. 50% of time. 

 

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