Head of Field Service and Customer Support

Do you have a passion for software products that make a difference for customers in the manufacturing industry and want to be part of a new and dynamic division? Then this could be the role for you! At Division Tool Flow Solutions, we’re now looking for a Head of Field Service and Customer Support.

Some words about the division

Our newly established Tool Flow Solutions division, part of Sandvik Machining Solutions, comprises around 150 employees and two brands: CRIBWISE and TDM Systems. We act in a fast-paced software business, have a strong focus on growth and aim at becoming a world leader within our domain. Welcome to us!

Your mission

In this role, you lead a team of highly qualified functional software experts, who’s ensuring the delivery and support of software products from initial implementation through ongoing maintenance and troubleshooting. Your team plays a vital role in sustaining customer satisfaction by providing timely, effective, and efficient technical support and service solutions, which are essential for customer retention and enhancing the overall user experience throughout the customer lifecycle.

Included in your mission is to:

• Build a high-performing team and guide your team members through the ongoing change process.
• Plan and allocate resources within a matrix organization.
• Forecast and report on operational performance.
• Continuously improve both software solutions and the processes and procedures of your team.
• Manage knowledge transfer, de-escalation, and quality issues, as well as select and implement relevant supporting tools for your team and contribute to cross-teams projects.
• Enhance the service portfolio with a focus on proactive solution management and diversification of the service models.

You report to the Head of Global Services at Tool Flow Solutions. The location for this role is Tübingen, Germany or Stockholm, Sweden, and some travel is part of the role.

Your profile

We’re looking for someone with several years’ experience in customer success management and software support, preferably in leading positions and within the manufacturing or software industries. You have business acumen and a good understanding of relevant KPI’s as well as of software solution architecture. Your experience is backed by a relevant university degree or equivalent knowledge gained from a working career.

To thrive in this role, you also need:

• Excellent stakeholder management skills, and experience in de-escalation management
• Passion for people management and the ability to build a high-performing team
• Expertise in transformation processes and implementing efficient processes
• Ability to develop concepts and a vision for the team
• Fluency in written and spoken English

We highly value your personal qualities, characterized by your inclusive and inspiring personality with exceptional communication and presentation skills. With your ability to work independently, structured and transparently, you’re good at solving problems with a methodical and pragmatic approach. You also have a proactive hands-on mentality and a willingness to learn and develop further.

Our culture

At Sandvik, we’re tech driven, innovative and entrepreneurial. We believe that success is a team effort so we value diversity and are committed to creating an inclusive culture where people can be themselves and reach their full potential. We invest in supporting each other, learning together and celebrating our differences.

Contact information

For further information about this position, please contact Hanna Thomas, Recruitment Specialist at hanna.thomas@sandvik.com

Hiring Manager: Dmitry Smolkin, Head of Global Services at Tool Flow Solutions

How to apply

Please send us your application through our application system as soon as possible and no later than July 15 2024. Job ID: R0068723. Please note that we don’t accept applications by e-mail.

This job ad is aimed for those currently working within the Sandvik Group.

As we aim for a fair recruitment process, we utilize assessment tools to safeguard objectivity. When you apply for this job, you will therefore receive an invitation via email to a personality and logic ability test. Feedback comes immediately after the test has been completed and the selection process begins after the application deadline.

To learn more about our recruitment process, please visit our career site or contact HR Services at hrservices.sweden@sandvik.com.

Sandvik Manufacturing and Machining Solutions is a business area within the Sandvik Group and a global market-leading manufacturer of tools and tooling systems for advanced industrial metal cutting. The business area also comprises the areas of additive manufacturing and digital manufacturing solutions. In 2023, sales were approximately 49 billion SEK with about 20,300 employees.