Service Operations Manager

Do you have a passion for service and support, having the customer in focus? Would you like to help change the way a global robotics company supports customers? Could you see yourself growing at the industry leader of collaborative robots? You might just be our new AMERICAS Service Operation Manager at Universal Robots! Universal Robots is the worldwide market leader in collaborative robots. Our robots have revolutionized the way people work – not by making jobs redundant, but by improving productivity and creating a safer work environment.We are looking for a Service Operations Manager in North America within the field of technical Service and Support. So, if you have the proven experience and capabilities, we would like to get in touch with you.Position OverviewThe AMERICAS Service Operations Manager will report to the Director of Global Service Operation and be part of a Global Service Organization. You will play an important role in defining processes and procedures to deliver outstanding technical service and support to customers and partners for the North America market.As the AMERICAS Service Operations Manager, you will drive a team of 11 people. Together with the team you will collaborate with multiple stakeholders with divergent priorities, having one common focus: having the customer in the center. You will be key to ensuring that our customers and partner network have a delightful post-sales experience throughout their journey with Universal Robots.ResponsibilitiesThe responsibilities will include, but not be limited to: Manage a team of Technical Customer support, consisting of technical and administration functions Participate and interact with team on different business platforms Represent the AMERICAS Service organization when it comes to Technical Customer Service and Support Co-operation with different stakeholders in Universal Robots Together with the team manage a case management system and secure to have processes in place that support a fast resolution time Follow up on resolution times and take corrective actions if needed Qualifications To be successful in this position we imagine that you will come with: 5+ years in a similar role Bachelor’s degree in engineering or administration, or relevant experience Team player with great interpersonal communication skills Capability to work in parallel on multiple assignments in a multi-functional team, having the customer in focus Strong ownership, fast learner, logical thinking, and problem-solving attitude are required You communicate well in both written and spoken English You are comfortable and getting energy from a fast-paced environment You like to set procedures that provides value to customers while optimizing the business You are a natural leader that believe in the individuals and the strength of collaborating as a team