Technical Support Manager

Managing the Service Desk team and its activities

• You ensure that customer issues, including technical questions and complaints, are resolved with the appropriate level of urgency.
• You provide technical support to both external and internal customers, including Sales, Internal Sales, end customers and distributors.
• You analyse issues and propose solutions that balance the interests of Roxell and the customer, while identifying and passing on leads and sales opportunities.
• You proactively represent Technical Support in its collaboration with R&D, Production and Quality.
• You plan technical interventions in consultation with the Technical Support Engineers involved.
• You coordinate sales support activities, including barn layouts, sales materials, complex orders, service & maintenance plans, etc., and lead the Technical Support team.
• You gather information and feedback from the field and actively share relevant insights with the Innovation department to support product development. In addition, you actively contribute to improvement projects aimed at increasing the efficiency, quality and service level of the department.
• You coach, manage and support an international team of Technical Support Engineers based at Roxell Belgium, Roxell Malaysia and off-site locations. You monitor their technical and professional development and ensure effective knowledge transfer and knowledge retention.

Digitalisation, knowledge management & AI

• You contribute to building a future-focused service organisation where technical knowledge is readily available in an accurate and user-friendly way.
• You explore how digital technology and AI can support and improve the effectiveness of Technical Support.
• You take ownership of setting up and implementing an AI chatbot for the department, in collaboration with external experts.
• Together with the colleagues involved, you ensure that the chatbot is provided with relevant and reliable technical information.
• You encourage the use of AI and other digital tools within the team to answer questions more quickly and share knowledge more efficiently.

Organisation, communication & reporting

Organisation, communication and reporting are equally important aspects of this varied role.

• You coordinate the biweekly complaint meetings.
• You maintain the Service Desk Dashboard and provide monthly management reports on service interventions.
• You play a key role in keeping customers, distributors and dealers well informed through service communications and in supporting their technical development through technical expert days.
• You are responsible for the further optimisation of the complaint-handling process, ensuring that technical information and documentation are properly captured and maintained, and promoting the sharing of best practices.
• In close collaboration with the Technical Support Manager Americas, you define the global approach across your respective departments.
• You lead and coach an international team of 10 employees and report to the Sales Director EMEA - APAC.

Your profile

• You hold a Bachelor's or Master's degree in a technical field, or have equivalent experience.
• You have a strong technical background, preferably combined with experience in an international after-sales, service or technical support environment.
• You have experience leading, coaching and developing employees.
• You are customer-focused and combine a pragmatic approach with strong analytical and problem-solving skills.
• You have strong organisational skills, know how to set the right priorities and maintain an overview, even when several matters require your attention at the same time.
• You have an affinity for digitalisation and AI and are motivated to apply these technologies in a practical way within a technical service environment.
• Experience with knowledge management, chatbots or AI applications is an asset.
• You communicate fluently in Dutch and English. Knowledge of other languages is an asset.
• You are willing to travel approximately 20% of your time.

What we offer

• A varied and responsible role within an international and technically driven organisation.
• The opportunity to have a direct impact on customer satisfaction and the continued professionalisation of Technical Support.
• An attractive remuneration package complemented by additional benefits.
• Comprehensive training on our industry, systems and Roxell products.
• The opportunity to work for an international and innovative company that is a market leader in its sector.
• A collaborative working environment where knowledge sharing, engagement and entrepreneurship are highly valued.