Your Role & Responsibilities
- Ensure customer service excellence and guaranteed response times by actively monitoring support emails/tickets and ensuring all tickets are resolved in a timely and comprehensive manner
- Review support tickets for accuracy and to look for any trends that might indicate product problems or customer confusion
- Track and identify frequently occurring, high impact support issues as candidates for permanent resolution
- Track bug and feature requests status to stay on top of the hot issues
- Management of local client relationships and meetings
- Responsible for team performance and compliance with customer service level agreements
- Manage a global team of Technical Support engineers that provide customer support for our clients‘ products
- Coach team members to guide customers toward self-serve support options in a service- oriented manner
- Ensure each team member is actively contributing to the improvement of online services by setting expectations and contribution goals
- Continually assess team skills and knowledge to identify training topics and schedule continuing education
- Manage and administer support related documentation, knowledge articles, websites, FAQ’s, and Wiki’s in support of team efficiency and knowledge management
- Execution and delivery of daily performance reports and metrics
- Adherence to Resource / Change / Performance / Release / Escalation Management practices
Your Qualifications
- Bachelor of Business Administration, BE B.tech or equivalent proof of entrepreneurial knowledge/thinking
- 5+ years in a leadership role with multiple direct reports for a support department
- Experience with SAP Solutions
- Hands-on experience with SAP (various modules and technologies like R/3 resp. ERP, S/4 Hana, Fiori, Netweaver)
- Experience with the Intelligent Swarming methodology and Knowledge Centered Services
- Motivated self-starter, collaborator, and team player who is energetic, empathic, and enjoys problem solving
- Ability to communicate to external and internal stakeholders and keep composure in critical situations
- Strong track record of identifying customer needs and successfully implementing long-term solutions
- Proactive interest to increase customer satisfaction and deepen customer relationship
- Motivated Leader to grow a global support organization
- Foster an open and fair working environment for employees
- Ability to make and implement decisions quickly
- Prior experience as part of a follow-the-sun customer support organization
- Able to interact with cross-organizational and remote teams
- Excellent time management skills and ability to manage multiple projects simultaneously and deal with conflicting priorities
- Strong interest in digital trends
- Fluent in English with excellent verbal, written, and presentation skills
- Good speaking and writing skills in German (C1, C2)