Teamlead Global Software Support (m/f/d)

Kaufering near Munich
Reference No: 14791

What's the role?

Seamless customer service experience – Make it happen! As a Teamlead Global Software Support (m/w/d) you will enjoy managing a team of global support engineers in a committed and international team within an agile working environment. You will be a driving force for defining, implementing and monitoring global support processes to ensure a seamless & high-quality support service of Hilti’s ON!Track solution.

Who is Hilti?

We develop, manufacture and sell cutting-edge products, technology, software and services for the global construction industry. Hilti stands for innovation, quality and direct customer relationships.
From the pre-development of our own motors, electronics and firmware, to series-maturity - our intelligent mechatronic systems come from our own research and development laboratories.
With more than 29,000 employees in more than 120 countries, we're a great place for you to show us your worth, step up to new challenges and grow in your career.

What does the role involve?

As a Teamlead Global Software Support (m/w/d) you take the ownership of enabling a seamless customer service experience by managing a team of global support engineers in Kaufering performing support and communication activities throughout the whole lifecycle of Hilti’s ON!Track solution.
The role focuses on defining, implementing and maintaining of customer-centric global support processes in close collaboration with markets and the development community. As a team lead you will continuously develop your team members and enhance internal processes to achieve operational excellence by defining and tracking KPIs with respective reports.
The role also involves close collaboration with market organisations for global issue prioritisation, proactive communication, customer data recovery and issue resolution. Being at the intersection of many teams, it is essential you remain calm under pressure and can manage stress. You ensure the compliance with customer data management standards by defining and rolling-out incident response plans as well as supporting the launch in new markets.
Through your deep functional understanding of Hilti ON!Track and your excellent communication skills you serve as a point of contact, escalation, guidance, training, and mentoring for the different stakeholders worldwide.
Last, you consume the ownership of global software support tools (eg. Adminportal) by defining, prioritizing and accepting requirements as well as managing the respective access.

Hilti is proud to have reached 3rd place in the "Great Place to Work 2018" ranking.

What do we offer?

We offer you a unique place to work, in which you are part of a creative and interdisciplinary team. We will give you a lot of responsibility to develop yourself and we´ll support you in shaping your individual career path.
In addition, we offer you innovative and personalized Benefits, such as
- Internal mentoring program
- Fitness and health offers
- Language courses
- Flexible working arrangements
- Teleworking
- Asset creating benefit
- Company pension scheme (employer-financed)

Further benefits:
- Support in relocating and finding a flat
- Tax advice

Integrity, courage, teamwork and commitment are essential for Hilti – both today and tomorrow. We are proud to say that we not only talk about our values, but also live them every day.

Why should you apply?

In this role you will have a real impact on the operations of Hilti ON!Track and contribute to a fantastic and trendsetting environment with exciting technological aspects and perspectives. You are passionate about people development in the Software Support domain and you want to grow while creating positive impact on building a sustainable future.

What you need is:

  • University degree in computer science or another domain with focus on software/IT
  • Min. 5 years’ experience in support for cloud-based, customer facing web- and mobile applications
  • Excellent leadership skills with sound people development track record
  • Track record in change management with regards to IT service management processes (eg. ITIL) and problem management
  • High quality mindset paired with strong customer orientation, critical thinking and attention to detail
  • Comfort with collaboration, open communication and reaching across functional borders
  • Fluency in English and willingness for intercontinental travels

During your job interview you will spend some time with us and get to know our company. Thus you will get a feeling for the job and our corporate culture.

Hilti stands for equal opportunities. We are looking forward to receiving applications from severely disabled persons and similarly disabled persons.

Contact: Hilti Entwicklungsgesellschaft mbH I Erik Peyer I Human Resources

Should you encounter technical problems during your application, please contact mycareer-techsupport@hilti.com.

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