VP Service & Support

KEY TASKS AND RESPONSIBILITIES

• Owns the strategic approach to how AutoStore delivers service and support to our Partners and End Clients and continuously makes sure the function is aligned to business objectives.
• Work closely with other parts of the organization to ensure how product and business models impacts service and support as a function, and actively work to deliver on current needs short and longer term.
• Drafts, implements, and executes policies and procedures to facilitate a quality partner and customer experience for AutoStore products.
• Establishes performance metrics for the department in line with company objectives.
• Establishes service levels and requirements for the department in line with AutoStore's Service Level Agreements with its Partners and End Clients.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve Partner and Customer Experience and retention.
• Drafts and implements the departments strategy and budget.
• Identify and drive continuous improvement opportunities to streamline process and improve accuracy and efficiency within operations.
• Recruits, trains and develop departmental supervisory staff, including performance management.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.

KEY QUALIFICATIONS

• Minimum 10 years' experience in customer service or related field, including the support of both hardware and software products.
• Experience with service and support for cloud based multi-tenant SaaS (Software as a Service) platforms.
• Bachelor's degree or equivalent related experience.
• Performs well in a team setting with collaborative input and decision making and cross functional collaboration with a diverse and multi-functional team.
• Demonstrated success leading a team; previous experience leading supervisors is a plus.
• Working knowledge of customer service software, databases, and tools.
• English is the working language in AutoStore and good language skills in both oral and written English is a prerequisite.

PERSONAL QUALITIES

• Customer Obsessed Mind Set: Always consider the impact to the Partner Community and the End Customer when making decisions and plans.
• Quality Approach: Always consider Quality in processes and products giving feedback internally based on issues and End Customer Experience.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication: Writes clearly and informatively, presents numerical data effectively and able to read and interpret written information.
• Business Acumen: Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Motivation: Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organising: Prioritizes and plans work activities; Uses time efficiently; Plans for resource changes; Sets goals and objectives; Organises or schedules other people and their tasks; Develops realistic action plans.
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

We Offer

• A Collaborative and Inclusive Culture where we celebrate and value everyone's contributions, encouraging diverse perspectives in decision-making.
• Work-Life Balance & Well-being: We offer 1 hour per week of paid exercise, health insurance, and a generous pension plan, prioritizing your mental and physical well-being.
• A Creative and Safe Workplace by joining a company experiencing rapid growth, with the stability of being Norway's first unicorn listed on the Oslo Stock Exchange.
• International and Supportive Environment within a Norwegian multinational that values collaboration and innovation.

Location

• United Kingdom
• Germany
• Oslo, Norway
• Nedre Vats, Norway
• Stavanger, Norway

We review applications continuously

AutoStore does not accept agency resumes or assistance for this role. Please do not forward resumes to our job's alias or AutoStore employees. AutoStore is not responsible for any fees related to unsolicited resumes. This policy should be respected.