ASSA ABLOY Opening Solutions

Customer Support, Business Operations

ASSA ABLOY Opening Solutions

full-time

Posted on:

Location Type: Office

Location: Eden Prairie • Minnesota • United States

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Salary

💰 $117,000 - $160,000 per year

About the role

  • Partnering closely with the Director of Customer Support to operationalize and execute a defined vision of best‑in‑class customer support for FARGO and Evolis, informed by customer pain points, technician feedback, competitive benchmarking, and market expectations.
  • Leading structured current‑state assessments of support operations, workflows, tools, and performance metrics to identify gaps, redundancies, and opportunities for scalable improvement.
  • Translating leadership‑defined strategic direction into a clear, phased execution roadmap and owning delivery while maintaining tight alignment with leadership and key stakeholders.
  • Serving as the day‑to‑day execution owner for integrating FARGO and Evolis support operations across people, processes, tools, and data, while respecting intentional brand differences.
  • Evaluating and recommending new support and service offerings—including tiered and paid services such as premium support models, onsite training, and partner‑led customer support—and defining the operational requirements to enable them.
  • Enabling support capabilities that reduce low‑value, repetitive interactions and improve speed, clarity, and consistency of customer outcomes.
  • Defining and supporting the rollout of self‑service and system‑driven experiences such as automated RMA visibility, proactive notifications, guided troubleshooting, and scalable knowledge delivery.
  • Leading evaluation and consolidation of support tools and platforms, balancing cost efficiency, usability, scalability, and the ability to support multiple engagement models (direct customer, partner‑led, premium tiers).

Requirements

  • Bachelor’s degree in business, operations, engineering, or a related field; or equivalent relevant professional experience or equivalent combination of education and relevant experience.
  • 4 - 8 years of experience in customer support operations, technical operations, service design, or service transformation roles within complex, global environments.
  • Demonstrated experience leading operational change, integration efforts, or process evolution at scale.
  • Proven ability to translate ambiguity into clear plans and executable outcomes.
  • Strong track record of influencing without authority and navigating organizational complexity.
  • Experience gathering and interpreting operational data, building reports, and presenting insights to senior stakeholders.
Benefits
  • Competitive salary and rewards package
  • Competitive benefits and annual leave offering, allowing for work-life balance
  • A vibrant, welcoming & inclusive culture
  • Extensive career development opportunities and resources to maximize your potential
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support operationsservice designprocess evolutionoperational changedata interpretationreport buildingperformance metricsworkflow assessmentscalable improvementself-service systems
Soft Skills
influencing without authoritynavigating organizational complexitytranslating ambiguitycommunicationleadershipstrategic planningstakeholder alignmentproblem-solvingcollaborationcustomer outcome improvement
Certifications
Bachelor’s degree in businessBachelor’s degree in operationsBachelor’s degree in engineeringrelevant professional experience