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)
YOUR KEY RESPONSIBILITIES
* 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.
* Work 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.
YOUR PROFILE
* 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.
OUR OFFER
* 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.
* Sun terrace for breaks.
* Employee Events.
* Foosball table and band rehearsal room.
* E-Bike Leasing.
#J-18808-Ljbffr