Are you a person who is excellent at collaborating both within the team and with different stakeholders? Do you like to see the big picture and plan strategically and long-term while working in different project? Then this could be something for you! We are now looking for a Service Manager to join the Customer Service team within the Global Sales organization.
Who is your future team?
As Service Manager within Customer Services, you will work in an engaged team with driven, friendly and ambitious colleagues and managers from the whole organization. Customer Services is responsible for creating new service offerings and maintaining existing offerings to fulfill customer needs and exceed their expectations. The team is also responsible for creating prerequisites for our Head Regional Technical Service organizations to deliver world class support in a cost-efficient way and we have the ownership of the support tools used by the support organizations.
What will you Do?
The Service Manager will work closely with Head Regional Technical Services, Global Sales, and other organizations within Axis to secure an efficient usage of our support related tools. This includes setting the future roadmap with prioritized functions and functionality, while also being hands-on with maintenance plans, needs and prioritizations and making things happen.
Your key responsibility areas include:
In collaboration with other key stakeholders (Head Regional Technical Services, Business Governance, IT, Marketing, Global Sales, Senior Management):
- Define the service vision and roadmap and drive the service process & global strategy
- Drive global support process alignment and common way of working in the tool/system
- Together with the Business Product Owner for Salesforce, keep structure and control over the Service cloud queue and backlog, assess value of incoming requests, prioritize and approve requests
Support related projects:
- Drive assigned support related projects and tasks as and when required
- Engage in related projects for alignment on objectives, priorities and deliverables
Support project in estimation of project timeframes, creation of project plans and relevant delivery milestones.
This position will be based in Lund but traveling to the Regional Support and Services organizations is a natural part of the job. This position reports to the Manager of Customer Services.
Who are we looking for?
We are looking for a person with a background within the area of customer service and the ability to drive global initiatives is important. You will also be involved in the work with Service & Support related IT tools, so IT background/knowledge is a big advantage.
You probably have an interest in building close business relations both in- and outside of the Global Sales organization. You like to see the big picture and plan strategically and long-term. At the same time, you don't hesitate to be hands-on and make things happen here and now. Have good creative thinking and problem-solving skills, as well as an ability to confidently express complex ideas in an articulate, concise manner. You are comfortable with making and justifying difficult decisions.
You are a good communicator with strong people and networking skills with an excellent ability to effectively cooperate with diverse stakeholders, influence, motivate and think critically.
We also think that you have/are:
- Driven and self-motivated
- Excellent written and verbal communication skills, fluent in English
- Analytical and perceptive
You like to work in a global environment characterized by teamwork. As teamwork is crucial for Axis as a whole and for the Customer Services team, we believe it´s important that you can contribute to a good team spirit promoting a positive, creative and stimulating work environment. Since there are many parallel projects/tasks/requests that will be investigated, developed and/or implemented at the same time, you will need to be structured, good at setting priorities and with good time management skills.
We'd love to hear that you have/are:
- Bachelor's degree in relevant area
- Extensive experience from product manager/product owner role
- Technical and system experience of CRM system, preferably Salesforce
- Experienced in driving continuous system improvements with maximum effect, supporting the user to work smarter and more efficiently
What Axis can do for you
In exchange for your dedication, Axis can offer you a job in an innovative and global organization that takes great pride in delivering world-class, high-quality products, solutions and services to our customers. Axis is an organization that values creativity and promotes teamwork and openness. With us you will grow both personally and professionally, getting a broad responsibility and experience. You will work with highly skilled and motivated colleagues who enjoy going to work - developing products, solutions, and services for a smarter, safer world.
We want you to enjoy working with us! Therefore, we offer great benefits, e.g., flexible working hours, breakfast every day, classic Swedish fika on Fridays, corporate bonus, physical training grants, insurances, your very own Axis bicycle and relocation assistance if needed - just to name a few.
Ready to act?
Axis is a company realizing the benefits of a diverse workforce. We know that diversity in groups creates a better working environment and promotes creativity, something that is fundamental for our success.
Find out more about the position from our recruiting manager Per-Johan Persson +46 761442196, per-
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