Want to influence the bigger picture? At Saab, you can realise amazing innovations that keep people and societies safe. Together, we can truly make an impact – and your part matters.
We are looking for a Service Manager to our Customer Support function within Air Traffic Management, with focus on the Remote Tower Systems product. This is a role as a coordinating customer contact, with the ability to maintain and develop the way we provide support to meet our customers’ expectations of quality and efficiency.
Your role
As a Service Manager at ATM, you are experienced within the customer support area. With good judgement and flexibility, you understand the need to provide timely response and service to keep the customer happy. You also have the ability to several customer installations, acting as the primary customer contact for ongoing issues and service requests to ensure that the terms and conditions in our support agreements are fulfilled and our Service Level Agreements are met.
The main tasks are:
- Hold regular customer meetings with focus on support and maintenance
- Create and communicate reports of statistics and issue status for all customers
- Overall responsibility for the progress of tickets delegated to the support technicians
- Follow up status of issues escalated to third line, and communicate relevant progress
- Participate in bid work and new support offers to monitor support interests
- Administer customer agreements and users in the issue management system
Your profile
To thrive in this role, you are a self-motivated person with great communication skills. You are used to efficiently collaborating with team members as well as other stakeholders. You are structured and have a confident mindset enabling you to adapt to circumstances. The ability to switch context between several ongoing issues and customer needs is crucial.
Required skills:
- Several years of relevant work experience
- Excellent communication skills in English, verbal and written
- Experience of facilitating regular meetings in an international environment with several stakeholders
Desired skills:
- Project management experience
- Tender/bid work and requirement management experience
- Experience from contract definition and negotiation
- Knowledge of Jira Service Desk, or other issue management system
- Knowledge of (and certified within) ITIL 3/4
This position requires that you pass a security vetting based on the current regulations around/of security protection. For positions requiring security clearance additional obligations on citizenship may apply.
What you will be a part of
Explore a wealth of possibilities. Take on challenges, create smart inventions, and grow beyond. This is a place for curious minds, brave pioneers, and everyone in between. Together, we achieve the extraordinary, each bringing our unique perspectives. Your part matters.
Saab is a leading defence and security company with an enduring mission, to help nations keep their people and society safe. Empowered by its 26,100 talented people, Saab constantly pushes the boundaries of technology to create a safer and more sustainable world.
Saab designs, manufactures and maintains advanced systems in aeronautics, weapons, command and control, sensors and underwater systems. Saab is headquartered in Sweden. It has major operations all over the world and is part of the domestic defence capability of several nations. Read more about us here
Kindly observe that this is an ongoing recruitment process and that the position might be filled before the closing date of the advertisement.