Make sound strategic and transparent tactical decisions
Manage, motivate, develop, and maintain a group of geographically dispersed CS Engineers and other Customer Support staff
Draft a CS strategy for the region
Measure and improve the CS business along well defined Key Performance Indicators (KPI’s)
Partner up with relevant groups within Malvern Panalytical to ensure efficiency and customer satisfaction
Address all escalations in line with standard protocol
Ensure that Customer Service processes are executed in line with the globally/regionally agreed policies
Manage personnel activities such as performance appraisals, salary adjustments, hiring and termination of employees
Monitor time sheets, expense reports, and time off requests

Substantial experience managing a large team in dynamic and complex environments
Knowledge of PC operating systems
Salesforce.com
MS Office Suite
Ability to travel both locally and internationally
Fluent in Italian and in English

Customer Support Manager

Key skills