Head of Software Service Support (f/m/d)
Core
Strategic and operational leadership of software support teams to ensure excellent customer service, efficient processes, and continuous improvement of quality and satisfaction for iPEK and WinCan software solutions.
Role type
Senior leadership, Head of Software Service Support
Builds
Software support operations and customer service delivery for iPEK and WinCan
Domain
IT Service Management / Software Support
Required skills
Strategic planning, Team leadership, 1st/2nd-level support management, Service-level agreement (SLA) adherence, Customer feedback analysis, Service quality improvement, Software testing development, Customer training, Cross-functional collaboration, Public speaking
Preferred skills
Channel inspection, Channel remediation, IT Service Management frameworks, Ticketing systems, Software development processes, Cloud technologies
Technologies
Ticketing systems, Service Management systems, Cloud technologies
Responsibilities
Develop and implement service and support strategy, Lead and develop a high-performance support team, Manage 1st and 2nd-level support operations, Ensure rapid and customer-oriented handling of support requests, Analyze customer feedback to derive optimization measures, Build and develop software testing capabilities, Plan and conduct customer and internal training, Collaborate with internal departments on quality initiatives, Represent the company at customer events and trade shows
