VP Service & Support

Job content

AutoStore is seeking a VP Service & Support

We are now looking for a VP Service & Support to join the Operations team. You will create and drive the strategy for the Service & Support Organization to impact customer satisfaction, process improvements, and talent and culture initiatives. The Service & Support VP will lead a multi-country team that support the daily management of the entire partner facing value stream

Work location: Haugesund, Oslo or Stavanger, Norway, UK, Germany or Graz, Austria

KEY TASKS AND RESPONSIBILITIES:

• Owns the strategic approach to how AutoStore delivers service and support to our Partners and End Clients for our Qubit software product and continuously make sure the function is aligned to business needs
• Work closely with other parts of the organization to ensure how product and business models impacts service and support as a function, and actively work to deliver on current needs short- and longer term
• Drafts, implements, and executes policies and procedures to facilitate a quality partner and customer service experience.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department in line with AutoStore’s Service Level Agreements with its Partners and End Clients Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Drafts and implements the departments strategy and budget.
• Identify and drive continuous improvement opportunities to streamline process and improve accuracy and efficiency within operations.
• Recruits, trains and develop departmental supervisory staff, including performance management
• Oversees the daily workflow of the department and provide constructive and timely performance evaluations.

KEY QUALIFICATIONS:

• Minimum 10+ years’ experience in customer service or related field, including the support of both hardware and software products
• Experience with service and support for cloud based multi-tenant SaaS (Software as a Service) platforms.
• Working knowledge of modern software engineering best practices inclusive of very short software release cycles via CI / CD (Continuous Integration / Continuous Deployment) principles
• Bachelor’s degree or equivalent related experience (Master’s preferred)
• Performs well in a team setting with collaborative input and decision making and cross functional collaboration with a diverse and multi-functional team
• Demonstrated success leading a team; previous experience leading supervisors is a plus
• Working knowledge of customer service software, databases, and tools
• English is the working language in AutoStore and good language skills in both oral and written English is a prerequisite.

PERSONAL QUALITIES

• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively, presents numerical data effectively and able to read and interpret written information.
• Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

AUTOSTORE OFFERS:

• An environment for professional growth, honing your skills in an exciting company
• A flexible workplace that allows you to work both independently and with multidisciplinary teams
• A creative, safe and solid workplace in a business experiencing huge growth – Norway’s first unicorn company listed on the Oslo Stock Exchange
• A company culture where we recognize and applaud everyone’s contributions in making decisions

Application deadline: 12 June

We encourage you to apply for this exciting opportunity. Show your interest in the position by registering your CV and application. All inquiries are treated confidentially.

AutoStore does not accept agency resumes or assistance for this role. Please do not forward resumes to our job’s alias or AutoStore employees. AutoStore is not responsible for any fees related to unsolicited resumes