Global Technical Support Director / Boxmeer

Organisatie: Marel
Locatie: Boxmeer
Functie: Global Technical Support Director
Vervaldatum: 11/06/2021
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The Global Technical Support Director works with Industry and Service leaders to ensure the implementation of a global unified way of working of the Global Technical Support Team. Responsibilities include development and implementation of new ways of working as well as continuous monitoring of the progress. Scope is the Technical Support processes, including warranty and quality processes. The Global Technical Support Director role is positioned as a functional leadership role. Operational and hierarchical leadership of Technical Support staff is positioned within Marel Regions and Industries / Strategic Business Units.

This position is part of the Global Leadership team for Global Markets and Service. The Global Technical Support Director ensures that the organisation is fully prepared and capable of managing and solving standard technical support requests from external customers & internal colleagues as well as solving high severity requests. Furthermore, this role will ensure organizational capability to manage the lifecycle of our portfolio in cooperation with Innovation teams.

Main Tasks

  • Functional ownership of the Technical Support & Helpdesk model, processes and way of working. Driving implementation globally in Regions and Industries / Strategic Business Units.
  • Drive the global operational performance of the Technical Support function through a drumbeat process involving Regions and Industries / Strategic Business Units and the global Service function
  • Liaise with the Head of Global Helpdesk to ensure alignment to globally defined ways of working for the 24/7 Helpdesks and ensure that Helpdesk performance is included in the drumbeat process on operational performance
  • Member of the Global Marketing and Service functional management team (solid line) and work in strong cooperation with Regions and Industries Technical support and Service staff to drive performance
  • Monitor technical escalation processes from regions to industry and from industry to manufacturing and support where needed to ensure optimal performance towards our customers
  • Drive Regions and Industries / Strategic Business Units to secure adequate resources (quantity, competence) for technical support in order to deliver the expected Service standards of Marel
  • Responsible for the ownership of Technical Support related master data from a Service perspective
  • Scout and develop new ways of working related to technical support
  • Based on business needs, identify System requirements and work with Global Functional Team and IT to design and implement solutions
  • Skills and Abilities

    The position demands a structured individual with strong problem-solving and leadership skills, who can translate Service policy to functional procedures. The Global Technical Support Director promotes effective performance through effective leadership, project management, strategic thinking, communication and motivation. Strengths in the following areas are requested:

  • Strong customer service focus and highly responsive personality
  • Strong stakeholder management skills
  • Proven change management skills
  • Excellent organizational skills with the ability to handle multiple tasks simultaneously
  • Flexible, able to adapt to changing situations and open to trying alternative solutions
  • Able to build strong relationships across the organization and demonstrate a strong ability to work with a variety of personalities
  • Excellent communication and networking skills
  • Experience with developing or managing a global technical support team is a plus
  • Education, Knowledge, and Experience

  • M.Sc. degree in Engineering or related field
  • Minimum 8-10 years’ experience of technical support management in a leading industrial organization
  • Experience with field service and/or a technical support organization
  • Experience with and comfort working in multi-cultural, multi-discipline organization is an advantage
  • Successful record of effectiveness in a matrixed, multi- divisional, global organization
  • Ability to travel internationally up to 30% of time
  • Excellent skills in written and verbal English
  • The role of the Global Technical Support Director is based in Denmark, the Netherlands or Iceland
  • Commitment to Global Safety

    As a Marel employee you are expected to respect internal rules and actively contribute to the delivery of the corporate Safety policy and guidance to ensure Marel is a safe place to work.

    Marel Vision and Values

    In partnership with our customers we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. Marel’s core values are: Unity, Innovation and Excellence.

    We offer

    Working at Marel means working at a multinational with many chances to develop yourself, take responsibility and show initiative. We offer an exciting job with a representative base salary, attractive secondary benefits in an international atmosphere that supports the company’s vision, and exhibit Marel’s core values Unity, Innovation and Excellence.


    If you’re looking to join an international company with a great culture, flexible working arrangements, career growth and development opportunities then click apply now and include a resume!

    Please send us your application through our website.  For further information about the position, please contact our recruiter: Boudewijn Timmers, on +31 6 4343 4146. 

    Marel does not accept unsolicited applications from third party recruiting agencies.

    Categorieën: Vacatures
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