As our Customer Support Center Manager Americas, you lead the regional Customer Support Center and the teams behind it including Customer Service, Technical Support, Technical Escalations, and Service Excellence. Your mission is to deliver a consistent, high-quality customer experience across every support touchpoint while improving operational performance, technical quality, and service outcomes.In this role, you will:Lead end-to-end service operations across the Americas, from first contact to resolutionSet, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service qualityBuild a Technical Support Center of Excellence, including remote support and escalation governanceAct as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixesPartner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performanceLead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informedOwn budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategyHealth, safety and care for the environment come first. You are empowered to stop work if something feels unsafe, and we expect everyone to speak up so we can prevent harm and reduce our environmental impact.As a people manager, you build a team where people know what success looks like, feel safe to speak up, and can do their best work. We believe engaged teams deliver better outcomes for customers, and you set the tone through clear priorities, regular feedback, and development.
