Are you a seasoned customer service professional interested in putting your experience into action? Is customer satisfaction your ambition? Do you wish to promote sustainability in a key industry and contribute to the story of better energy management?
At Landis+Gyr, we share a collective vision with energy utility companies and consumers all over the world: to manage energy better. With our intelligent energy management solutions, we drive the development and trends in the ongoing energy business transformation.
We are now looking for Customer Service Manager to lead the function operations across Nordics region. In this role your will lead customer service Level 1 support function providing contractual levels of customer support and maintenance for both software and devices. By implementing the defined Landis+Gyr service process and tools, you ensure the smooth running of the function and contractual compliance of support provision in day-to-day operations.
In your role you ensure the Level 1 team’s smooth problem solving of customer incidents and creation of technical notes and guidelines. You work closely with 2nd level customer support organization in connection of incident and service delivery and define SW/HW related services in collaboration with Landis+Gyr’s post roll out project organization. Together with your team you also act as a link between product management, R&D, 2nd level and projecting functions in solving customer support issues and providing support to Sales as needed.
In your role you provide organizational direction and leadership for L1 team including goal setting, salary reviews and recruitment. You coach your team members and make sure relevant team competencies are in place. You are also responsible for the L1 budget and forecast and ensure a competitive cost level of the function, this includes further building and monitoring of relevant KPIs.
You have already proven your skills as an experienced customer service leader preferably in an international B2B environment. You are familiar with business planning/budgeting and have hands-on experience in customer incident solving. Team leadership experience is also desired, as well as ITIL understanding.
Since you will be working in a truly international environment it is important you understand how to drive activities in a distributed organization. You motivate and develop expert teams towards successful performance and provide opportunities for growth. You are passionate about customer service and have the mindset for continuous improvement - you share this mindset also with your team. As you will closely collaborate with colleagues from various sites and functions, it is important that you communicate fluently both in Finnish and English – other languages are an asset.
With your experience in customer service, you can work both strategically and hands-on with an extensive range of activities in a fast-growing industry. By joining Landis+Gyr you will be joining a truly global team, providing you with an opportunity to work with and learn from some of the industry’s leading experts. We provide you with various possibilities to improve your existing skill set or plan your longer-term career growth. We also offer flexible working time and favor hybrid working models to fit your needs.
See what your future colleagues think of Landis+Gyr as an employer: Meet the team.
Location: Jyväskylä, Finland
For further information, please contact Juha Torstenssonjuha.email@example.com, tel. +358 40 534 7815.
Please submit your application and CV here latest on 29 October 2021.
Landis+Gyr is the leading global provider of integrated energy management solutions for the energy utility sector. We help our customers around the world to improve their energy efficiency and to manage energy better. Landis+Gyr operates worldwide and offers an international, inspiring work environment. Our Jyväskylä site is a global technology center for smart metering solutions and the hub of Nordic operations.