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Customer Support Manager

Trimble

Trimble

Customer Service
Ypres, Belgium
Posted on Wednesday, July 3, 2024

Your Title: Customer Support Manager

Job Location: Belgium - Leuven or Ieper - Hybrid working Home & Office

Our Department: Transportation & Logistics

Are you interested in positioning yourself within an innovative industry leader and managing a pan-European team of Support Supervisors and Engineers.

We are seeking a motivated and experienced Customer Support Manager to lead our customer support department. As the CSM for our European Transportation Software, you will play a pivotal role in the company and be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals.

You will be up-to-date on industry products and trends, and ensure your team are similarly aware through team training and development. Through your team, you will ensure that first-rate support is available to clients who have a combined 100K+ installed telematic units across Europe.

The ideal candidate will have proven experience working in a customer support management position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff of around 30 people in different locations across Europe.

Measures of Success:

  • Managing the customer support department’s day-to-day functions

  • Develop and implement strategies to enhance the efficiency and effectiveness of the department

  • Handle escalated issues and complex inquiries, ensuring timely resolution and maintain high customer satisfaction levels.

  • Monitor and analyze customer support metrics and KPIs to identify areas for improvement and implement corrective actions

  • Interviewing and hiring new employees. Train and mentor new customer support agents.

  • Fostering a culture of continuous improvement and professional development

  • Delivering performance evaluations and following the disciplinary process according to company policy.

  • Managing the budget of the customer support department.

  • Collaborate with other departments to streamline processes and improve overall service delivery

  • Manage and optimize customer support tools and technologies to enhance service efficiency and quality

  • Stay up-to-date with industry trends and best practices to continuously improve the customer support function

Skills & Experience:

  • Professional bachelor degree or equivalent

  • Strong strategic vision with the ability to develop and implement effective support strategies

  • Prior experience in a managing or leading a customer support team

  • Strong problem-solving skills and attention to detail.

  • Ability to manage multiple tasks and priorities in a fast-paced environment

  • Excellent communication and interpersonal skills, with proficiency in Dutch & English, any additional languages would be beneficial

  • Flexibility to travel across Europe as necessary

  • Knowledge of ITIL, 6sigma, Lean or Scrum methodologies would be desirable

Salary & Benefits:

  • Competitive salary based upon your experience

  • 38 hours per week

  • Meal vouchers

  • Ecocheques

  • Homeworking allowance

  • Internet allowance

  • Company car/car allowance

  • Life Assurance 4x base salary

  • Access to our Employee Share Scheme

About Trimble Transport & Logistics

We are a division of Trimble, whose positioning solutions are used in over 100 countries and in diverse lines of business, ranging from Agriculture, Construction and Surveying to Fleet Management, Public Safety and Consumer Applications.

At Trimble, employee satisfaction goes hand in hand with customer satisfaction. Our goal is to build strong relationships that create a robust company and a profitable future. Position yourself with an innovative leader and position yourself for success! Trimble Transport & Logistics is the leading provider of advanced transport management solutions that maximize productivity and enhance profitability for our customers. We are an exciting, entrepreneurial company, with a history of exceptional growth coupled with a disciplined and strategic focus on being the best. For more information, visit our website at www.trimbletl.com