Your mission
Our client is looking for a dynamic Service & Support Manager to join their team.
It is our client's mission to be the leading IIoT partner for the safety, efficiency and compliance of their clients' operational workforce and mobile assets.
As a Service Manager, you will lead & actively support the management and expansion of the client network in the safety & security department. You will understand the challenges customers in industrial, logistic and manufacturing sites are facing. They establish long-term partnerships with clients by providing safety & efficiency solutions, ranging from fleet telematics to driver coaching and collision avoidance, alongside security solutions in perimeter, camera, and access control. It is your goal to support clients in both reactive & proactive support with the aim of excellent user experience & usage of the products.
This is a primarily on-site role, based at the headquarters in Antwerp, with occasional work-from-home flexibility.
Your responsibilities
* Manage and coordinate 1st and 2nd line support together with the support team, including incident follow-up
* Establish and continuously improve a scalable service structure
* Stay up to date with developments in safety and security technology (technologies, regulations, trends)
* Maintain customer contracts and SLAs, and manage customer expectations
* Safeguard customer satisfaction by building strong relationships based on trust and open communication
* Prepare and lead customer meetings, including reporting and summaries of monthly actions and decisions
* Set up and maintain on-call schedules for interventions and technicians
* Actively collaborate with technicians during the execution of interventions
Organisation
* Provide clear expectations and support team members in fulfilling their responsibilities
* Motivate team members and colleagues to achieve both personal and company goals
* Foster strong collaboration within the team
* Support communication between internal and external stakeholders
* Monitor individual performance and encourage continuous improvement
* Ensure effective knowledge transfer within the team
Qualifications & skill set
* At least 7 years of experience in a similar service, customer success or operational role, or relevant industry experience
* Strong interest in working with (large) industrial clients
* Ability to create accurate quotations using CRM tools
* Naturally customer-focused
* Excellent communication and negotiation skills
* Willing to step outside your comfort zone
* Fluent in Dutch and English, business knowledge of French is a plus
Values
As a person, you embrace the client's values:
* BE CURIOUS: By challenging the status quo & embracing the unknown, they allow themselves to discover new perspectives
* BE BRAVE: By simply having the courage, they will fix anything
* BE ONE: By being a close-knit team, they create more valuable solutions for customers
Our client offers
* A challenging and fun scale-up environment with a proven international track record and a US footprint
* Think hackathons, ping pong sessions, team buildings
* A spot in a dynamic team, with room for input
* Competitive salary with numerous advantages: company car, insurances, bike leasing, eco cheques
* A personalized training budget, frequent knowledge sharing sessions and meetups
* Autonomy, self-steering, openness, trust and flexibility
* A modern and spacious office in Antwerp, easily accessible by public transport and car, with parking provided
* This role is primarily based at the Antwerp headquarters, with the flexibility to work from home occasionally
About the group
Their mission is to reduce operational expenses by providing safety, security, and sustainability solutions for their client's workforce and mobile equipment. Based on their technical expertise and vast industry know-how, they offer integrated IoT products that solve real-life problems. Together with their partners, they help them to excel in safety and efficiency by offering the most optimal solution to their specific needs.
Safety : they believe in the power of simple notifications to avoid serious accidents in real-time. Their solutions also provide them with the analytics you need to improve worker safety procedures in the long term.
Efficiency : You can cut costs while saving lives. In fact, both go very much hand in hand. More efficiency results in lower safety risks and more safety leads to fewer accidents and thus more efficiency.
Security : Safe and efficient operations require guaranteed security, whether it involves access control against untrained employees or unauthorized visitors, video surveillance, or fire and evacuation alarms.