Global Technical Customer Support Manager

Copenhagen, DN

Full-time

Engineer

Kassow Robots is a dynamic player in the robotics industry, building and developing a unique range of collaborative robot arms. We are searching for a highly skilled Quality Engineer with a proven track record in Quality Management, Quality Control, and Assurance.Kassow Robots has recently joined forces with Bosch Rexroth, a global leader known for its technological excellence and unparalleled industry expertise.
‍

Role Description
As the Global Technical Customer Support Manager at Kassow Robots ApS, you will be responsible for overseeing and steering our global technical customer support. This role ensures the highest level of customer satisfaction by providing exceptional technical support, developing support strategies, and leading a global team of experts.

It includes a wide range of activities, from pre-sales technical training to hands-on customer support during a robot integration.

You will play a crucial role in organizing and leading a diverse team to deliver top-notch technical support to our customers across the globe.

‍

Key Responsibilities
‍

Global Team Management

• The leader acts as the bridge between the technical support team, customers, and internal departments likes sales, development and production etc.
• driving continuous improvements in support processes and service delivery.
• Lead and mentor a global team of technical support engineers and specialists across Copenhagen (HQ), Europe, US and Asia-Pacific
• Set standards and develop procedures for handling technical requests and issues.
• Ensure proper stagging, training, and development of the support team across different regions
• Ensure consistency in technical support processes and service levels across all global regions
• Prioritize support tickets and ensure timely and effective resolution.

Customer Support Strategy and Operations

• Provide high-level support for customer inquiries and issues related to our product portfolio & services (e.g.: robot integration)
• Develop and implement a global technical support strategy, aligning with company goals and customer needs.
• Establish and monitor support KPIs, ensuring timely resolution of technical issues.
• Drive the development and maintenance of self-help resources, such as FAQs, knowledge bases, and troubleshooting guides.
• Collaborate with customers to understand their needs and support tailored technical solutions. -
• Collaborate with engineering, product development, sales teams to address complex technical & customer challenges.
• Ensure technical solutions provided are accurate and align with product capabilities.

Training & Development:

• Design, implement, and continuously improve technical support training programs for both internal teams and external partners (Customers).
• Stay up-to-date with the latest developments in robotics and automation to ensure the team is equipped with the latest knowledge and skills.

‍

Qualifications

• Experience in application automation, robotics, and customer support.
• Bachelor’s or Master’s degree in Engineering, Robotics, or a related technical field
• Proven track record in managing and leading technical support teams in a global setting.
• Experience in product management is a plus.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication skills with fluency in English; additional languages are a plus.
• Strong leadership and communication skills, with the ability to manage a diverse global team
• Experience working with global customers and navigating cultural differences.
• Willingness and flexibility to travel internationally as required.

‍

Why Join Us?
At Kassow Robots, you'll be part of a team that is dedicated to pushing the boundaries of robotics technology. Our partnership with Bosch Rexroth provides unique opportunities for growth and development in a cutting-edge industry.If you are passionate about quality and innovation and are ready to take on new challenges, we want to hear from you. Apply today to join our team and help us shape the future of collaborative robotics!

‍

‍

‍