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Head of Technical Support - Europe (m / f / x)

Head of Technical Support - Europe (m / f / x)

Lawo AGRastatt, Baden-Württemberg, Deutschland
Vor 18 Tagen
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Stellenbeschreibung

Head of Technical Support - Europe (m / f / x) at Lawo AG | softgarden

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Head of Technical Support - Europe (m / f / x)

Full Time

Hybrid

76437, Rastatt

With Professional Experience

2 / 21 / 25

Lawo, based in Rastatt, Germany, is an innovative, leading supplier of professional audio, video and control solutions to the world-wide broadcast market. We develop and manufacture our products in Germany and support them with a global Customer Support Team.

GROW WITH US! To strengthen our team, we have an immediate opening for a

Head of Technical Support - Europe (m / f / x)

YOUR KEY RESPONSIBILITIES

  • Ensure an excellent customer experience in the after-sales phase while meeting all legal and contractual obligations, with the aim of achieving business growth, profitability and customer retention
  • Lead the Technical Support team in the agile working environment of our Professional Service Group, serving customers and partners in DACH, EMEA, APAC and LATAM
  • Ensure smooth support processes, in  particular help desk, 1st and 2nd level support, 24 / 7 hotline, RMA / repairs, spare parts supply and technical service provision
  • Ensure that needed product and technology knowledge is always available within the team to actively support and drive the technological change in our industry
  • Working closely with Customers, Partners and other Lawo teams to achieve the goals
  • Be the voice and the first point of escalation of the customer into the organization : collaborate and agree on required actions with internal departments and monitor delivery to customer

YOUR PROFILE

  • Higher Education / University Degree in engineering, computer science, broadcast technology, Media or equivalent
  • Experience in technical support in broadcasting, on-air broadcasting and IT environments, general ITIL knowledge
  • Track record of leading and managing teams
  • Strong organizational, team building and people development skills
  • A passion for structured work, high quality standards and market leadership
  • Strong verbal and written communication skills, engaging and professional way of interacting with customers, in English and German
  • Ability to stay organized in a fast-paced environment
  • Readiness for international travel
  • Appropriate on-site presence for the support team, especially at the HQ in Rastatt

    • OUR OFFER

  • A highly motivated team and an international environment
  • Flexible working hours and home office days
  • Attractive salary with additional benefits
  • Company pension scheme
  • Language courses and other training opportunities
  • Daily catering with a wide range of dishes
  • Sun terrace for breaks
  • Employee Events
  • Foosball table and band rehearsal room
  • E-Bike Leasing

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