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Published: July 9, 2010
Director, Customer Service & Support - Ballerup - GN Netcom, Denmark
We are looking for a Director, Customer Service & Support for GN Netcom's After Market Services.
You will have the responsibility for our After Market Service function globally. This includes front-end customer interface, daily management of the back-end outsourcing partners globally and our repair centre in China. Further, this role and function will have global ownership for the front and back-end technical support process, work with the back-office teams and regional sales achieving high performance and excellent customer perception in the area. The organisation has over 40 people in various offices globally, so cultural and international management skills are very important.
The integration and ownership of Service & Support is a strategic focus area for GN Netcom to further develop and grow the Contact Centre & Office (CC&O) business. Therefore, this role will have a key responsibility for defining, developing and implementing the divisions new service and support strategy.
In this position you will report directly to the Vice President of Quality & Engineering Services and you will be working closely together with internal back-office organisations, sales and customers.
You will join one of the worlds leading companies within headset solutions and be part of a dynamic and international environment. The job is truly international and you may expect 50 days of travel activity a year in order to manage after market service and support. During certain times and for specific needs the travelling can be more intense.
Strategic and operational key responsibilities:
Strategy and process development of the global services and support
Contract and cost management in an outsourcing environment, with partners both in the front and back-end flows
Repair operations in China and quality feedback to relevant GN organisations
Partner and customer meetings and audits
Director level candidate with the following core competencies & skills:
Experience working with after market service, product repair, product support, process management and logistics project management within the electronic industry (mainly in a Business to Business environment)
Experience as line manager in an international operating company is mandatory
Hold a degree as bachelor or higher
International work experience is an advantage
Fluent in English in oral and written
Customer focus, leadership skills and mind-set:
Analytical and structured
Strong communication and presentation skills
Proven leadership skills and strong in decision making
Strong cooperative and interpersonal skills with individuals at all levels in the organisation
Customer focused and open-minded
If you want to know more:
For further information about the position, please contact VP Quality & Engineering Services, Niclas Blohm at firstname.lastname@example.org. For questions about the process, please contact HR Consultant Anne-Christine Michaelsen at +45 45 75 00 00.
Please send a short cover letter including your motivation for applying together with your CV (preferably in one document). To apply, please use the "apply" link at GN's job portal (www.gn.com/careers/vacancies)
Due to vacations please expect some delays in the recruitment process. We expect to have interviews mid-August.
We look forward to hearing from you!
About GN Netcom A/S:
GN Netcom is a leading specialist in handsfree solutions that help people communicate freely in any location and across any voice communication platform. The CC&O division develops and sells UC-ready headsets for contact centers and offices and the Mobile division provides headsets for mobile phones and speakerphones for the car. GN Netcom markets the headsets globally under the Jabra brand. By the end of 2009, GN Netcom had about 850 employees and is a subsidiary of GN Store Nord A/S. Read more at www.jabra.com