Customer Support Manager

Do you want to be a part of an ambitious, fast-growing, international company with a friendly and inclusive culture?

Are you keen to drive growth within a leading global organization whose purpose is to work with our customers, to make the world a better place?

Are you looking for an opportunity to work on complex, innovative analytical software systems?

Those who are always thinking ‘what if…’. Does this sound like you? Then read on!

Responsibilities

• You will be entrusted with making sound strategic and transparent tactical decisions that reflect on Malvern Panalytical’s reputation, profitability and customer retention.
• You will manage, motivate, develop and maintain a group of geographically dispersed CS Engineers and other Customer Support staff (when applicable) to meet and exceed the current and future needs of our customers.
• You will draft a CS strategy for the region in line with global objectives and will be responsible for the deployment, implementation and enforcement of the resulting processes in the assigned territory, in line with the overall CS Strategy.
• You will measure and improve the CS business along well defined Key Performance Indicators (KPI’s).
• You will partner up with relevant groups within Malvern Panalytical (senior CS management, Sales Management, Demand Management Group, 3rd line Technical Helpdesk, etc.) to ensure the highest level of efficiency, profitability and customer satisfaction.
• You address all escalations in line with standard protocol – include action plans, follow ups and debriefs with direct communication with customers and the Regional CS Director.
• You ensure that Customer Service processes are executed in line with the globally/regionally agreed policies.
• You oversee and manage personnel activities such as performance appraisals, salary adjustments, hiring and termination of employees.
• You monitor time sheets, expense reports, and time off requests in conjunction with the Malvern Panalytical HR policy.
• You coordinate the attendance of CS engineers at training sessions at the relevant Malvern Panalytical training centers, including COBE and H&S training.
• You manage administrative tasks as required for the Italian CS Business.

Job Requirements

• Substantial experience managing a large team in dynamic and complex environments
• Knowledge of PC operating systems, salesforce.com, MS office suite
• Ability to travel both locally and internationally
• Fluent in Italian and in English

Competencies

• Flexible with a high customer focus;
• Working in a structured and well organised way.
• Result driven team-player
• Strong problem‑solving skills
• Autonomous
• Resilient

Why you should join Malvern Panalytical:

• A fast learning curve in an exciting, challenging, and open environment, where you will work within an interdisciplinary team
• A vibrant and multicultural team of smart people
• An interesting full-time job in an international high‑tech company.
• Competitive benefits, salary and company car.