Do you have a passion for customer support and people management? Are you an expert in customer service and support processes? Are you able to motivate and ensure cross-cooperation in a global organization?

Become a part of The Kamstrup US Service Management Team

Kamstrup is a Danish technology company and one of the world’s leading manufacturers of intelligent metering solutions. We experience significant demand for our solutions and focus massively on the development and production of intelligent metering equipment and systems for energy and water consumption. Therefore, we are looking for a Head of Customer Support to support the business on the future growth journey with high quality in our customer service.

Reporting directly to the Head of Global Customer Support, you will become a part of a team which focuses on providing best-in-class customer support. Besides the external customer interaction, the team has a broad interaction within the organization. As Head of Customer Support, you will lead a team of Customer Support Engineers who provide support on a wide range of Kamstrup’s products, including hardware, as well as system solutions for our customers in and outside of North America. The team consists of diverse profiles within mechanical engineering, customer support, system technicians, and IT-support. In addition to leading the US team you will also be part of the Service Managers team which collaborate across geographical areas towards improving our service function across Kamstrup.

A job with a focus on team management and cooperation.

In the role as Head of Customer Support, you will play a central role in ensuring high customer satisfaction in our support and operation deliveries. Being ISO27001 and ISAE3000 certified, we are already holding a strong position, but we seek your leadership to take us even further. Your primary task will evolve around the team and include continuous prioritization of tasks and identification of critical or major incidents as well as employee training, recruitment, and collaboration with stakeholders across the organization.

RESPONSIBILITIES

More specifically, the Head of Customer Support will be responsible for:

• Ensuring the SLA is met within quality, time, and scope according to service contracts.
• Making certain that support requests are professionally and efficiently handled.
• Facilitating meetings (whiteboard, review, retrospective, team meetings, etc.).
• Creating an atmosphere of trust, tolerance and respect in the team and continuously building capabilities and competences for employees.
• Supporting service requests within both hardware and system solutions.

PERSONAL & PROFESSIONAL QUALIFICATIONS, COMPETENCIES AND EDUCATION

• A strong foundation of knowledge and understanding of IT systems and software solutions.
• 3 years of experience in a customer support environment.
• 2 years of experience as a people leader in a management role.
• Knowledge from the utility or water industry is an advantage but not a must.
• Experience with a ticket system like ServiceNow is beneficial.
• Experience as a Team Leader or previous Management experience with a desire to lead a team to success.
• Great Interpersonal and communication skills.

• Ambitious and driven with a decision-making attitude.
• Ability to quickly manage problems and incidents and collaborate with others to get resources and help.
• Ability to expertly read, write and speak English.

WE OFFER MORE THAN JUST A JOB

• Company paid medical benefits with no premiums for employees, and a generous employer contribution for families.
• Competitive starting salary.
• 401k match with no vesting period.
• 13 paid holidays.
• Generous vacation and sick time.
• Positive work/life balance.
• Opportunity for career advancement.

ABOUT KAMSTRUP

Kamstrup develops, produces, and sells smart energy and water meters, relating reading systems, data analysis tools and services to utilities and other users over the entire world. Through our leadership, expertise, and passion for partnership, we always think forward in pursuit of a brighter energy future; one that advances the performance of every customer while creating lasting value for the communities they serve. We take responsibility for the way we act, and we are committed to reduce waste with the purpose of securing clean water and energy to a maximum number of people.

Kamstrup has over 1,700 employees in more than twenty countries with headquarters in Denmark. Kamstrup has healthy growth rates and a strong focus on development of technology and staff. You can read more about Kamstrup on our website at www.kamstrup.com, and you can also follow us on LinkedIn and Facebook to be updated on latest news and vacant positions.