Global Technical Support Director 312 views

Job Title: Global Technical Support Director Reporting to: Executive Vice President of Service Scope: Global


Leading the Global Technical Support team, the role of the Global Technical Support Director is to work with Industry and Service leaders to ensure the implementation of a global unified way of working. Responsibilities include development, implementation of new ways of working and a continuous monitoring of the progress. This position is part of the Global Leadership team for Service. Furthermore, the Global Technical Support Director works towards ensuring that the organisation is fully prepared and capable of managing the lifecycle of our portfolio as well as a shared process for escalation and customer support, with the objective of delivering these exceptionally well. You will also be responsible for the customer technical helpdesk within Marel.

The Company

Marel is the leader in its field, providing advanced food processing equipment, systems, software and services for the fish, meat and poultry industries around the world. With a total of 6,000 employees in over 30 countries around the world, Marel have a dedicated sales and service network of over 500 employees in global sales and more than 1,000 in global services supporting clients around the world. In the period 2017-2026, Marel is targeting 12% average annual revenue growth, outperforming that of the market, through market penetration and innovation, complemented by strategic partnerships and acquisitions. Core values are: Unity, Innovation and Excellence.
OpportunitiesServices are increasingly essential to the competitiveness and consequently the growth of the company which is demonstrated through increased investments both financially and operationally. This opportunity is typically characterised by a capability build-up and an expansion of the service portfolio
CustomersThe customer base includes most of the world’s blue-chip food processors in the poultry, meat and fish industries and are in partnership with Marel looking to increase the effectiveness of their production through a one-stop shop for equipment, software and service.

Summary role overview

Reporting to the Service Manager your role is to deliver on the agreed strategic intent and targets for your department. The four core success factors of the role are:
  • Customer – acquire deep analytical understanding of customer and product performance.
  • Serviceoutline strategic direction and operational roadmap for new Technical Support.
  • Capability – apply industry knowledge, product expertise and strategic and operational insight into key processes, systems and tools including an increase in maturity levels of selected Service focus areas.
  • Collaboration – large change management efforts expected, requiring high levels of collaboration, between stakeholders, across functional teams, with peers and employees.

Sourcing Specifics

Education Level:M.Sc. degree in Engineering or related field
Experience:8-10 years in relevant field
Business size:35% of total company revenue / double digit growth rate
Start DateQ3 2019
Technology & Software:Office and media software, SAP, Service max or similar desirable
Knowledge:Field Service and Technical Support organisations
Employees Service/Total:1000/6000
Direct Reports:5 -10 direct reports
Team:Approx. 150
Languages:English
Industry Type:Equipment manufacturing
Industry Application:Poultry, meat and fish industries
Product category:Advanced, high-end equipment
Location of The Job:Denmark, Iceland or Netherlands (alternatives to be discussed)
Mobility:Circa 8 -10 weeks travel /year
Employment Type:Full time permanent
     

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