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)
* 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
* 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
* 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
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