Manager Global CSR Remote / All locations

Who we are. What we do.

We are Bystronic – a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond.
We want to work with people who support us in creating innovative solutions to move our industry forward. Our focus is on automating the complete material and data flow of the laser cutting and bending process chain.

In a nutshell

As a Manager Global CSR you will be driving improvements in all manufacturing plants, enabling subsidiaries around the globe to deliver word -class customer experience. You will provide product, service, and solution information, respond to customer inquiries, and resolve any emerging issues that our customer accounts may encounter — with accuracy, empathy, and efficiency.

Open to applicants from any Bystronic location worldwide.

Relocation not required.  

What drives this department

The Service Department is a trusted partner to our clients worldwide. We put our customers first, aspire to truly understand their priorities, and then apply cutting-edge solutions to meet these needs. Our Service team of dedicated and passionate professionals wants to create an outstanding customer experience.

What you will be doing

• Drive collaboration in all markets from the central manufacturing plants.
• Drive improvements together with 1st, 2nd and 3rd level teams.
• Manage complexity both from a technical perspective & priority, and acts accordingly.
• Build sustainable relationships and trust through open and interactive communication.
• Take ownership to handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Ensure a seamless support through all departments to ensure a timely and professional resolution to a customer challenge.
• Coordinate workflows, task forces, resources, planning and required parts through to resolution.
• Keep records of customer interactions, process customer accounts and file documents and use these files and interactions to drive root cause resolution, support knowledge management and enhance training skills in conjunction with Training department.
• Follow communication procedures, guidelines and policies, tracking all cases to ensure resolution.
• Lead and promote the Bystronic culture and values. Create a positive and inclusive working environment for all team members.
• Ensure customer satisfaction through the continual focus on NPS and the achievement of all global leading and lagging indicators.
• Ensure a SPOC (single point of contact) within the global service organization for all technologies.
• Leads employees in the area of responsibility such as planning, support, coordination, project management in accordance with superior and corporate guidelines, sets appropriate individual objectives aligned with the global strategy and targets.

Your education & experience

• 3-5 years of experience in a business-to-business field service and/or support environment (call and case management, escalation management), ideally 2+ years of management experience directing multiple field service professionals.
• Proven track record in a service environment.
• Applicable process, product & industry knowledge and affinity with industrial customer solutions, technology and services.

What you need to succeed

• Ability to motivate and engage the team.
• Business acumen and finance skills, understanding both customer satisfaction & financial drivers, interpersonal savviness.
• Competitive, determined to succeed, passionate in supporting others to succeed.
• SPOC skills (call, case and escalation management), task & project management skills, coordination and planning/dispatching skills, basic PC skills, (customer relationship management software, Excel and PowerPoint, BI Tools), SAP/ERP.
• Willingness to travel up to 30% (globally).
• English language skills in addition to local language within geography.

What’s in it for you

• A dynamic and inclusive work environment.
• Opportunities for professional growth and development.
• Competitive compensation and benefits package.

People power our purpose

Imagine working in an environment that helps move the company to the next level, where your passion, values, and skills are integral to impacting the sheet metal industry and beyond. At Bystronic, this can become your reality. Our people are the edge to drive and nurture our ambitions and continued success. Together we have created a culture where our people are central, inspiring us to make decisions that best serve them and are aligned with our purpose.
As much as we are in a technology business, human beings drive real change.

Interested?

Does this versatile challenge appeal to you? Then we look forward to getting to know you! You can submit your application on our platform with just a few clicks.
We look forward to receiving your online application.