DESCRIPTION

Customer Excellence / Customer Support / Service Management
Service Manager
US, Remote

JOB DESCRIPTION

Syncron is growing and expanding its business! We are currently looking for ambitious individuals who would like to join our Support team and take on new challenges as a Service Manager. The Service Management function works with providing Customer Success and added value to our customer base. As a Service Manager you will work as the link between the customer and the support organization.
You will join a global team and get to work with customers around the world.

WHO ARE WE?

Syncron is a supplier of complete solutions for optimizing and managing global supply chains in the aftermarket sector – our solutions are developed for global companies in the manufacturing and distribution industries. Our customer base includes global leaders such as Volvo, Nissan, Daimler, Hitachi, Kubota, CNHi and others.

WHO ARE WE LOOKING FOR?

We are looking for a Service Manager to join our Customer Excellence organization. Your main responsibilities will be to oversee the support delivery and be available as a link between the customer and support organization with a primary focus on customer satisfaction. The Service Manager will tailor the support delivery to each customer’s needs and make sure the customer receives maximum value from the services.

SOME TASKS YOU’LL GET TO DO:

• Manage onboarding of new customers to Syncron support
• Meet with customers on a regular basis
• Manage customer expectations on service delivery and issue management
• Plan the deliverables included in the support service
• Act as single point of contact for support-related matters
• Provide customers exceptional service and value
• Act as escalation point for urgent support matters
• Provide Service reviews on customer site or remote
• Create and contribute to processes that will streamline and facilitate support deliverables

WHO ARE YOU?

To be successful in this role you should have a strong customer focus and a customer-centric approach. You should be able to handle a range of customer events, from escalations to business development. We also believe that you possess:

• Great communication, interpersonal and presentation skills
• Strong language skills in English, both written and spoken
• Experience with direct client management
• Creativity, drive, and ability to work independently

NICE TO HAVE

• Degree educated, preferably with a focus on Supply Chain Management, Business Administration and/or Computer Science or equivalent field
• Experience with working in a customer support environment
• Proven ability to manage both critical situations and long-term customer relationships
• Ability to drive results, while guaranteeing continuous customer satisfaction and high delivery quality
• Strong analytical skills and problem-solving capabilities
• A solution-oriented mindset with a proactive approach

WHAT WE OFFER

• Be yourself in an informal, low-ego and open working environment where you can truly make a difference and enjoy working with positive, passionate, and collaborative people
• Scandinavian-style company culture with work-life balance and true care for your wellbeing
• 100% remote / hybrid / work from Atlanta / Chicago / Tampa office - your choice
• Opportunity to work in a cross-functional and agile team
• An environment that supports learning and is committed to your professional and personal development
• English speaking international working environment
• Internal training sessions and LinkedIn Learning access for everyone
• Comprehensive benefit coverage plans
• Employee referral program
• Remote recruitment, hiring and onboarding process

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