Head of Technical Support Emea

vor 3 Wochen


Thalwil, Schweiz u-blox Vollzeit

In this role you will lead the EMEA Technical Support team ensuring that the highest level of customer support is provided to internal and external customers at all times with a focus on a mínimal design-in time and outstanding customer satisfaction. Achieve a high team performance by consistently leading the team by best example, developing your employees and facilitating processes. Drive sales strategy, adapting it to the EMEA Technical Support and develop it further.**Primary Tasks**

Lead and develop of the technical customer support team in EMEA for the whole u-blox portfolio covering:

- Pre-sales support
- Design-in support
- After-sales support
- Engineering (custom developments within defined scope)

Management and development of the EMEA FAE Team:

- Manage a team of 11+ professionals in different sites cross EMEA
- Further organize, expand and develop the team with elite pan European resources that are smart, technical and passionate about solving customer issues.
- Enhance the technical support via best practice for Key Accounts, distributors and partners - Ensure highest level of competence and professionalism of all FAEs in the team
- Monitor performance metrics while encouraging individual growth
- Expand the technical support services offered to customers
- Lead by good example and facilitate your employees, so that they can outperform.

Strategy & Planning:

- Define and maintain the strategy as well as its execution for technical support including processes, organizational capabilities, and enabling technologies.
- Collaborate across the organization to identify and drive continuous improvements initiatives.
- Manage the escalation path
- Organize the technical training of the Field Application Engineers in the Area.
- Organize the technical training of all other sales staff and support the distributor trainings.

**Responsibility**
- You are first point of contact for the Head of Sales EMEA in all technical matters
- You are responsible for demand creation and promotion of u-blox portfolio in technical level toward customers
- You are responsible for support during technical issues in coordination with the responsible Sales Manager and involved departments You are responsible for the internal escalation path

Part of hybrid organisation position holder is reporting to Head of Regional Sales EMEA in personnel matters of the support team and functional reporting to the Head of Global technical support.**Your Skills and Experience**
- Outstanding people relationship manner, capability to handle difficult situations with diligence and all interlocutors with external and internal stakeholders.
- Demonstrated work initiative as a self-starter and motivated with time management and prioritization skills, with ability to follow up actions to closure in a complex environment
- 5+ years of experience in customer support functions
- Proven leadership skills of managers and direct reports
- Excellent and effective oral and written communication skills in English is a must, other languages are an asset
- Willingness and readiness to travel abroad
- Required: Bachelor's, Computer Engineering and/or Computer Science and/or Electrical Engineering or equivalent experience
- Preferred: Master's, Computer Engineering and/or Computer Science and/or Electrical Engineering or equivalent experience

**Bonus Point**
**s**
- Experience working in automotive industry is seen as plus
- Hardware Engineering and/or Software Engineering for Embedded Platforms
- Experience with Positioning, Cellular, Short-range radio technologies

**What are your perks?**
- A multicultural and international company with over 50 different nationalities
- Working with customers all over EMEA and colleagues distributed across the globe
- Modern and open locations all over Europe

We see diversity as a strength and promote a culture of inclusion among our employees. Our varied backgrounds, ideas and experiences are critical to our success. We strive to become a strong learning organization and are committed to provide our employees with equal opportunities regardless of differences such as gender, race, ethnicity, generations, belief.**Applications Close Date**

**Contact



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