Head of Technical Support - Europe (m/f/x)

Lawo AG; Rastatt; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading supplier of professional audio and video solutions in Rastatt, Germany, is seeking a Head of Technical Support to ensure excellent customer experience and manage their support team across Europe. The ideal candidate will have a university degree in a relevant field and experience in technical support within the broadcasting industry. This role offers a flexible working environment with attractive benefits.

Leistungen

Company pension scheme

Language courses and training opportunities

Daily catering with a wide range of dishes

Qualifikationen

• Experience in technical support in broadcasting and IT environments.
• Track record of leading and managing teams.
• Ability to stay organized in a fast-paced environment.

Aufgaben

• Ensure excellent customer experience in the after-sales phase.
• Lead the Technical Support team.
• Ensure smooth support processes.

Kenntnisse

Customer experience management

Team leadership

Organizational skills

Technical support

Verbal and written communication

ITIL knowledge

Ausbildung

Higher Education / University Degree in engineering, computer science, broadcast technology or equivalent

Jobbeschreibung

Lawo, based in Rastatt, Germany, is an innovative, leading supplier of professional audio, video and control solutions to the world-wide broadcast market. We develop and manufacture our products in Germany and support them with a global Customer Support Team.

GROW WITH US! To strengthen our team, we have an immediate opening for a

Head of Technical Support - Europe (m/f/x)

• Ensure an excellent customer experience in the after-sales phase while meeting all legal and contractual obligations, with the aim of achieving business growth, profitability and customer retention
• Lead the Technical Support team in the agile working environment of our Professional Service Group, serving customers and partners in DACH, EMEA, APAC and LATAM
• Ensure smooth support processes, in particular help desk, 1st and 2nd level support, 24/7 hotline, RMA/repairs, spare parts supply and technical service provision
• Ensure that needed product and technology knowledge is always available within the team to actively support and drive the technological change in our industry
• Working closely with Customers, Partners and other Lawo teams to achieve the goals
• Be the voice and the first point of escalation of the customer into the organization: collaborate and agree on required actions with internal departments and monitor delivery to customer
• Higher Education / University Degree in engineering, computer science, broadcast technology, Media or equivalent
• Experience in technical support in broadcasting, on-air broadcasting and IT environments, general ITIL knowledge
• Track record of leading and managing teams
• Strong organizational, team building and people development skills
• A passion for structured work, high quality standards and market leadership
• Strong verbal and written communication skills, engaging and professional way of interacting with customers, in English and German
• Ability to stay organized in a fast-paced environment
• Readiness for international travel
• Appropriate on-site presence for the support team, especially at the HQ in Rastatt
• A highly motivated team and an international environment
• Flexible working hours and home office days
• Attractive salary with additional benefits
• Company pension scheme
• Language courses and other training opportunities
• Daily catering with a wide range of dishes