Sr Manager, Customer support

Aptean; Randers; On-site; DKK 1,000,000 - 1,500,000; Full time

Job summary

JMA is seeking a hands-on Senior Manager for our Randers office to lead a dedicated support team and guide customers using our DSM solution and Aptean Equipment DMS. You will translate customer workflows into practical, value-driven IT solutions and collaborate with colleagues across Denmark and Sweden.

We value practical NAVISION or Business Central know-how, a service mindset, and the ability to organize work for field technicians.

Qualifications

• Hands-on manager with service-industry background.
• Practical experience with NAVISION or Business Central.
• Structured, IT-fluent with ability to translate workflows into solutions.
• Experience coordinating service technicians or field teams is a plus.

Responsibilities

• Lead a support team of 5 in Denmark and Sweden.
• Optimize use of team resources and staff development.
• Receive, analyze, and resolve customer support cases.
• Advise customers on best practice using our solutions.
• Continuously streamline internal processes and systems.

Skills

Team leadership

Customer support

Service industry experience

NAVISION knowledge

Tools

NAVISION

Business Central

Job description

Overview

JMA is looking for a hands-on Senior Manager with experience in NAVISION or Business Central for our customer support team.

Do you have experience from the service industry, do you understand the workflows in a workshop or in a service organization – and do you also have a flair for IT? We are looking for a dedicated and service-minded Senior Manager to our office in Randers, who will advise and help our customers with our in-house developed DSM solution and Aptean Equipment DMS. The solutions are primarily used by dealers and service companies in agricultural and construction machinery. You do not have to come from a traditional IT position. The most important thing is that you have practical experience with either NAVISION or Business Central and understand the business and the processes our customers work with, and that you have the desire and ability to translate that understanding into good solutions.

What will you be working with?

You will have your own portfolio of support cases in Denmark, Sweden and eventually the UK, where you help customers via phone and email. Some questions can be solved quickly. Others require you to go deeper, examine the customer's workflows, test different options and find the right solution. It is therefore not enough to simply be able to answer how the system works. You must also be curious about why the customer works the way the customer does, and how we can help make the work processes better.

Your tasks will include:

• Managing a support team of 5 employees located in Denmark and Sweden
• Efficient use of team resources and their development
• receive, analyze and resolve support cases from our customers
• Advise customers on the best use of our solutions
• Continuous streamlining of internal processes and systems

Who are you?

Your background may be different. For example, you may have worked as a Manager or team leader in a similar function, where you have been responsible for making the daily service business work. It will be a great advantage if you have experience from a company with many out-of-town technicians or mechanics and have been involved in planning and coordinating their work yourself.

We also imagine that you:

• Have solid practical experience from the service industry
• Hands-on experience with either NAVISION or Business Central
• Work in a structured way and ensure that your cases are completed
• Preferably experience from a role where your time or services have been invoiced to customers

How do you work?

For us, good support is not just about being friendly. It is about understanding the customer's situation, taking responsibility for the matter and finding a solution that works in practice. Therefore, we emphasize that you:

• are curious and ask questions until you understand the real cause of a problem
• works in a structured way with troubleshooting, testing and solution proposals
• are interested in IT and new technologies – including how AI can be used in daily task solving
• Fluent in Danish and English both orally and in writing. If you also know Swedish or Norwegian, it is a clear advantage.

What do we offer?

At JMA, you will get a position where business understanding, customer contact and IT meet. You will have the opportunity to build strong specialist knowledge of our industry and solutions and will work with customers and colleagues both nationally and internationally. At the same time, you will be part of an environment where we help each other, share our knowledge and focus on finding solutions that create real value for customers.

About Aptean

At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’ s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’ s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.

“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.