Head of Customer Support

Icomera launched the world’s first high-speed Internet solution for trains in September 2002 and is today the world’s leading provider of open Internet connectivity and application platforms for passenger transport and public safety. Our award-winning products are deployed on rail, road and sea and are serving more than 1 million Wi-Fi users every week in over 33 countries and providing high-speed access for fleet tracking and mission-critical on-board systems.

Transport solutions of the future will require more than connectivity – passengers need to be entertained, the vehicles need to be monitored and the staff need to be kept informed. Together with our application partners Icomera is already meeting these and other needs through the deployment of complete transportation communication solutions.

Established in 1999, Icomera is headquartered in Sweden with offices in the United Kingdom and channel partners worldwide. For more information visit http://www.icomera.com.


Work description

We are looking for a Global Customer Support Manager to join us in our ambition to deliver the best Support and Service to our new and existing customers.

Your Role:
The focus of this role is to manage the Support and Service department to offer the best possible service and support to Internal and External customers, and to achieve Icomeras goals.

Main responsibilities will include:

•Manage a department with 15 employees working on a rolling schedule.
•Manage a helpdesk open 7days/5-24CET/365days
•Structure the work of the helpdesk support team
•Actively work on improving the tools, processes and workflows used in the Customer Support department
•Oversee and Evaluate that the processes are suitable in order to reach the overall goals
•Ensure that the Customer Support Services are part of the sales portfolio
•Evaluate and Ensure that the Customer Support Services are in line with customer requirements
•Report performance and issues to Vice President of Operations
•Find and put forward Business opportunities within the area for the Customer Support department
•Be part of the Operations Management Team

The right candidate has experience in working as a Global Customer support manager for more than 5 years, preferably from the IT business. To be right for this position, you are comfortable in working in fast changing environment and able to adapt to meet the goals of the business.

We believe you:

•Have a bachelor degree in Science or equal
•Have line manager experience
•Have a selling and a diplomatic approach
•Have experience from managing a service desk/helpdesk preferably in an IT organization
•Are business and process oriented with a holistic view of Service and Delivery
•Are able to travel globally 15-30 days per year
•Fluent in Swedish and English

We offer you:
•An excellent team-focused working environment
•An opportunity to be a part of a truly innovative and fast growing market
•A chance to make your mark on the future of technology for transport
•A flexible, fun and varied schedule.

Karriärföretagen, the annual list of the top 100 companies to work for in Sweden, has named Icomera in their list for 2015. This puts Icomera alongside companies like IBM, PwC and Arriva.


Apply today and join our team!

For more information, please contact recruitment consultant Thomas Olsson at Experis, +46 739 32 86 90.