Service Owner of Technical support

Weigandt Consulting GmbH is a high-reaching, fast-growing international consulting company. The company focuses purely on the retail industry and delivers value to many successful retailers across Europe and Asia, helping them to boost profitability and gain a competitive edge by offering the highest level of customer experience.
The role of the Service Owner is to lead the technical support business in terms of delivery and customer satisfaction through services provided by the support team.


Responsibilities:

Responsible for the successful planning, implementation, and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, performance, quality, innovation, continuous improvement, and value requirements through the effective interaction with the related service lines, solution groups, and the clients.

• Building and maintaining a relationship with the client on a management level
• Managing client’s expectation within the responsibility area
• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, service levels, resolution time, and project deadlines
• Monitor and drive high levels of customer satisfaction;
• Ownership for day-to-day Practice needs including ensuring delivery of superior-level service to customers, handling escalated issues, and addressing team needs;
• Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery;
• Participation/leading innovation projects to further the growth of the practice, meet growing customer needs and solve/avoid future problems.

Requirements:

• At least 2 Years of management experience in the Technical support environment with customer interactions;
• Able to work in a remote environment with teams distributed around the world;
• Experience guiding the technical experts, and confidence in guiding the clients around the technology. Ability to know when to escalate and how to deal with complex problems in a timely and professional manner;
• Must have excellent customer focus and communication, friendly interaction, and passion to support the team;
• Excellent written and verbal communication skills.
   

Nice to have: 

• Experience with the Oracle Technical stack (Database, Middleware, Operating System, Analytics, etc.)
  
  
  Great benefits:
• Salary to be discussed on the results of the interview;
• Business trips or relocation to Thailand;
• Innovative business transformation projects for the global retailer;
• Experienced team;
• Working with an international team on exciting and challenging projects;
• Full medical insurance after a trial period;
• Great opportunity to realize your professional potential and fulfill your career ambitions.