Team Lead Global Solution Engineering (f/m/d)

작업 내용

Our NavVis Global Customer Experience team includes Technical Account Managers, User Education Specialists, and Solution Engineers, working as one team. Our aspiration is to enable our clients successful usage of our products, our development teams the insights to improve our products, and our sales team the end-to-end technical know-how needed to provide high value solutions to prospective and existing customers. NavVis is on a mission to provide spatial intelligence to our clients and enable the building of digital twins for businesses with our proprietary HW & SW.

For the Global Solution Engineering group, we seek a Munich-based Team Lead who brings a sound engineering background, is a customer support management expert, and has an affinity for global people management to lead our Solution Engineering team members in Munich, Shanghai, and the US.

You will work on:

• ‎Coaching, guiding & enabling our existing team of generalist and specialist Solution Engineers in Munich, the US, and China + be a driver in further global people growth
• Building on our existing customer support process for optimization (i.e. expanding technical documentation and enabling more self-service for Solution Engineers)
• Working closely with all relevant stakeholders throughout the organization to ensure workflows, service and quality standards, metrics and the achievement of KPIs ‎
• Promoting a team culture that puts the customer at the heart of the company and uses data and analytics to bring all departments around this customer-centric vision together
• Taking a big picture view of end-to-end customer support to continuously drive excellence and bring the team and its processes to the next level
• Driving success through consistent customer engagement and customer experience across the company

You have:

• 4+ years of experience in a Customer Support/Customer Service function as a Manager or Team Leader in hardware or IT
• A technical background
• Strong personal commitment to customer service
• A troubleshooting mastermind, understanding best practice, methodologies, automation opportunities, pitfalls, and being able to transport this to your team
• Experience as both a people and a a customer support manager
• A high level of initiative, assertiveness, and self-direction, allowing you to positively influence other functions in the company
• Familiarity with relevant tooling including CRM, Case Management systems, and MS Office applications (MS Excel, Pivot Tables, Power Pivot or Power BI)
• Analytical skills and a creative problem-solving approach
• Ability to multitask, prioritize, and manage time effectively
• Very good verbal and written communication skills in English Language; German is a plus!

Job Type: Full-time