.                    Registered Number: 5766805  

23389
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Customer Support Manager

Amsterdam, The Netherlands

Job Ref: 270

Date Posted: Friday 25 Sep 2020

Our client are a globally known electric vehicle (EV) Charging business well known for their award winning charging products. This position reports directly to the Global Head of Customer Support and is based in Amsterdam, The Netherlands.

Responsibilities

  • Build, develop and manage the Customer Support team in Europe.
  • Support change management and improve business processes, implementing various initiatives in a timely and
  • efficient manner.
  • Manage daily customer support operational matters including policy, process, safety and compliance items and
  • deal with escalated matters appropriately.
  • Lead, performance-manage and train the Customer Support team, in all areas of this role’s responsibility.
  • Secure the upmost performance and the efficiency of the Customer Support team in the following areas:

Business :

  • Monitor costs and risks with external parties, i.e. service costs and insurance provided by companies.
  • Respect the brand and ensure all members of your team adhere to the company core values.
  • Safety:
  • Safety of team members and that of duty of care to the safety of third parties working on Equipment and for our
  • client.

Services:

  • Ensuring servicing (remote, field or RMA) is conducted within service level agreement timelines, or on the most
  • reduced timelines when no agreement is in place.
  • Ensuring the commissioning is conducted within a reasonable schedule set out by the customer or the Project
  • Management team (where applicable).
  • Environmental, Health & Safety requirements
  • Comply with all safe work practices, rules, procedures and instructions with the intent of avoiding injury to
  • themselves and others, damage to plant or equipment and environmental pollution.
  • Take reasonable care for the health and safety of themselves and others.
  • Wear personal protective equipment and clothing where required.
  • Comply with any reasonable direction given by Management for environmental, health and safety.
  • Not misuse or interfere with any environmental or health and safety equipment provided.
  • Report all near misses, accidents and incidents on the job immediately.
  • Report all known or observed hazards to their Supervisor or Manager immediately.

Accountability: Be accountable and secure the team accountability for the following areas:

Business:

  • Hold team members accountable for performance.
  • Ensure all suppliers (service companies) meet our supplier agreements.
  • Hold suppliers accountable for invoices that may deviate from reasonable costs.
  • Willing to travel extensively within Europe and to work outside office hours.
  • Hold a “customer first” attitude.
  • Work within ISO9001 equivalent quality Standards, and any other local regulation for company regulation

Services:

  • Ensure the quality of service of the team, and that they are adequately trained to perform the tasks under their
  • responsibility and that services are carried out at the agreed times with the customer.
  • Secure the quality of work and the reporting by all team members to the task performed under their
  • responsibility.
  • Ensure spare parts in Europe are agreed and at manageable levels.
  • Continually build out the service network Europe wide.
  • Ensure quality of service partners, and ensure they are adequately trained.
  • Safety of the team and the holding of third parties accountable to safety.
  • Ensure all external companies meet the terms and conditions of our supplier agreements.
  • Holding external parties accountable for any deviation from the supplier agreement or flag any breach with the Operations Director.
  • Develop and implement the RMA process for the company in Europe.

Safety:

  • Ensure all staff in your team have the appropriate statutory and product-specific training to be safe working on
  • products.
  • Ensure all third parties have been given product-specific safety training on products.
  • Monitor safety performance of third parties working on equipment.
  • Services:
  • Ensure the quality of service of the team, and that they are adequately trained to perform the tasks under their responsibility, and that services are carried out at the agreed times with the customer.
  • Secure the quality of work and the reporting by all team members to the task performed under their responsibility.
  • Ensure spare parts in Europe are agreed and at manageable levels.
  • Continually build out the service network Europe wide.
  • Ensure quality of service partners, and ensure they are adequately trained.
  • Safety of the team and the holding of third parties accountable to safety.
  • Ensure all external companies meet the terms and conditions of our supplier agreements.
  • Holding external parties accountable for any deviation from the supplier agreement or flag any breach with the Operations Director.
  • Develop and implement the RMA process for the company in Europe.

 

Skills

  • Team focused leadership
  • Capability to influence
  • Personal integrity, clarity, and honesty
  • Well-developed relationship building
  • Good communication skills
  • Clear drive towards execution
  • Ability to work with confidential and sensitive data
  • Culturally sensitive and able to operate effectively in various culture
  • Ability to organise and prioritise work

GET IN TOUCH
Sheraz Adil
+44(0)1908 929 929

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