AFTER SALES SUPPORT MANAGER

Job description

We are looking for an experienced After Sales Support Manager to join us. The team and position are located in Oulu, Finland. The primary responsibility in this role is to lead our After Sales Support Team as well as act as the person in charge of our error management process in customer interface. You will be reporting to Head of Applications.

About Specim

Specim is a globally leading supplier in hyperspectral imaging. As a true pioneer and forerunner in this field, we celebrated our 25th anniversary in 2020. In 2020, we also became part of Konica Minolta Group. Our company’s headquarters are located in Oulu, Finland, and we have also offices in Helsinki (Finland), New Jersey and Shanghai.

Our international team of 70+ professionals, with expertise in optics, electronics, software, and machine vision, serves the market with the broadest range of hyperspectral cameras, imaging spectrographs, systems, and accessories. We are known as a trusted partner with products and support of superb quality and cost-efficiency.

Our products are globally used by our OEM customers in machine vision systems, inspecting food or pharmaceutics production quality, sorting waste, or measuring printed color accuracy. Our products are chosen by numerous research labs, including world recognized centers and installed and operated in drones and large scale remote sensing airplanes.

With our strategy, “Spectral imaging made easy,” our customers can rely on the scalability of our technology and products. It will allow our customers to keep improving the performance and competitiveness of their solutions.

Tasks and responsibilities

As an After Sales Support Manager, you will:

  • Lead and further develop our after sales support function and its processes to ensure their alignment with the company strategy
  • Lead and further develop our error management process, and act as primary interface between our customers and internal operations ensuring seamless flow of information and required actions in error situations
  • Lead our After Sales Support team
  • Daily follow up, assign and prioritize new and ongoing support requests with the team
  • Lead and coordinate further development of our internal/external technical support knowledge base
  • Actively monitor customer feedback and other key performance indices

You will ensure the team has required resources and clear priorities, and provide guidance in situations of overlapping requests. You will be working in direct customer interface, as well as with all our internal functions. We have customers all over the globe, and sometimes working outside of regular working hours is required. As our technology is quite demanding, a solid background in engineering and HW products will be an asset.

Following experience and qualities will help you to succeed in these tasks:

  • Strong track record on leading and developing after sales support functions in industry
  • Establishing and applying error management processes
  • Experience on handling customer complaints as the primary interface to the customer
  • Team management skills
  • Strong interpersonal skills
  • Strong prioritization and time management skills
  • Strong technical background
  • Experience on operating globally
  • Sense of urgency
  • Fluent written and spoken English
  • Ability to work outside of office hours when necessary
  • Experience in using Salesforce, Jira or similar ticketing systems.

We offer you:

  • A permanent, full-time position based in Oulu, Finland
  • Excellent possibilities for professional development and an opportunity to work with a fascinating machine vision technology that is used in various industrial and research applications all over the globe
  • Great colleagues with expertise e.g. in optics, electronics, software, and machine vision
  • Comprehensive and continuous hands-on training to be successful in your tasks
  • Flexible working hours and remote work possibility
  • Extensive health care benefits including extra leisure-time accident insurance
  • Voucher system for cultural and sports activities to support our employees wellbeing

If this is the role you’ve been looking for, please apply latest on December 31, 2021 by sending your application and CV via the link below:

APPLY HERE

For more information about the job please contact

Head of Applications, Katja Lefevre
katja.lefevre@specim.fi
tel. +358 10 4244 408

or

HR Manager Sari Vuori
sari.vuori@specim.fi
tel. +358 10 4244 456