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IT Manager, Customer Service Center Lead
vor 2 Monaten
About the Role
Bruker is a leading analytical instrumentation company that enables scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. As an IT Manager, Customer Service Center Lead, you will play a crucial role in managing and developing an IT Customer Service Center team of IT Service Engineers in alignment with the Global IT Strategy.
Key Responsibilities
- Management and development of an IT Customer Service Center team of IT Service Engineers in alignment with the Global IT Strategy
- Identify system and workflow improvements to enhance team efficiency and customer satisfaction
- Continued improvement of systems, tools, and processes for high efficiency and customer satisfaction
- Coordinates consulting & provisioning regarding IT Services to Bruker Employees according to ITIL Standards
- Provision and operation of IT end devices and services
- Implementation and continuous optimization of service and support processes
- Monitors daily workloads and adjusts to ensure adequate coverage and correct procedures are followed
- Coaches, develops, and mentors customer support personnel, to ensure customers receive prompt, accurate, and friendly service. Foster customer interaction
Requirements
- Min. Bachelor's degree in adequate field, for example: Computer Science, Computer Engineering, Information Technology, Information Systems, etc.
- Proven experience in managing and leading global IT teams
- Ability to inspire, motivate, and mentor team members for high performance
- Demonstrated expertise in identifying system and workflow improvements
- Familiarity with IT service management (ITSM) tools for monitoring and improvement
- Proficiency in measuring and analyzing customer feedback and translating it into actionable improvements
- Experience in implementing process enhancements to boost team efficiency and customer satisfaction
- In-depth experience with ITIL (Information Technology Infrastructure Library) standards and practices and experience in coordinating IT services according to ITIL principles would be a strong asset
- Fluency in English and German on B1/B2 level
