Customer Support Manager
Malvern Panalytical
full-time
Posted on:
Location Type: Office
Location: Lissone • Italy
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Tech Stack
About the role
- Make sound strategic and transparent tactical decisions
- Manage, motivate, develop, and maintain a group of geographically dispersed CS Engineers and other Customer Support staff
- Draft a CS strategy for the region
- Measure and improve the CS business along well defined Key Performance Indicators (KPI’s)
- Partner up with relevant groups within Malvern Panalytical to ensure efficiency and customer satisfaction
- Address all escalations in line with standard protocol
- Ensure that Customer Service processes are executed in line with the globally/regionally agreed policies
- Manage personnel activities such as performance appraisals, salary adjustments, hiring and termination of employees
- Monitor time sheets, expense reports, and time off requests
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
Benefits
- Competitive benefits
- Salary
- Company car
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Key Performance IndicatorsCustomer Service strategyperformance appraisalssalary adjustmentshiringterminationPC operating systems
Soft Skills
strategic decision makingtactical decision makingteam managementmotivationdevelopmentcustomer satisfactionescalation management