Head of Technical Support

About Incell International

Incell International is a fast-growing company founded in 2015. The company creates a smart and sustainable future by providing safe and sustainable lithium power backup solutions to the global telecom market. With headquarters and R&D in Sweden, manufacturing in Mexico, sales office in US and global sales channels Incell services telecom customers all around the world. Thanks to the latest developments in battery monitoring and analysis, Incell provides cutting-edge smart lithium power backup solutions, addressing both the telecom replacement market as well as new macro and small cell sites.

Incell is looking for a Head of Technical Support to be a part of the growth journey and be fully responsible for the full technical support process. The position will report to Director Strategy & Commercial Management.

 

Experience and Personality

  • Solid experience from after-market and related services
  • Very good understanding of the customer support process with related methods, procedures and systems – ability to build the function without much support
  • Experience from multinational and matrix organizations
  • Ability to build and develop a support function in a high growth environment
  • Ability to educate and conduct training both externally/internally
  • Ideally having experience from both large and small enterprises
  • Ideally experience from product/HW/tech companies
  • Experience from international business environments
  • A “doer” making things happen hands-on, results oriented and with positive energy
  • Entrepreneurial, customer focused mindset and interest in technology
  • Leadership, including strong informal leadership and ability to build trust internally/externally and build/motivate a global support team
  • Cooperation skills with the ability to liaise with people at all levels of the organization, create and be efficient in a team-oriented/matrix organization
  • Structured, methodological and systematic yet be able to thrive in an entrepreneurial and very fast-paced environmen

 

Areas of Responsibility and Goals

 

  • Responsible for Incell’s global support function – own the full support process
  • Implement an efficient technical support function globally with customer satisfaction as main target
  • Concept development and implementation – global 1st line support desk from three destinations
  • Manage global technical support team functionally
  • Implement process, tools and system support for Incell global customers
  • Recruitment / training / education of support related topics
  • Coordination of technical support team: 2nd line in Mexico and 3rd line in Sweden
  • Build the support team long term
  • Continues improvement of technical support
  • Long-term goal: build the business from basic support to a solid support function with revenues generated from the function and a crucial part of the Incell future Services organization

DO YOU WANT MORE INFORMATION?

We’re looking forward to answer your questions and supply you with more information. Please contact:

Rebecca Uhrfeldt 
rebecca.uhrfeldt@dmatch.se
+46 70 484 00 83 

POLICY ON HANDLING OF INFORMATION

As a recruitment and staffing company, we collect information and data about you as a candidate. We handle all information and data in a safe and secure way to protect your integrity. Our working processes and IT-support systems are developed to comply with and strictly follow the requirements of the General Data Protection Regulation (GDPR). Please read more in Dmatch Privacy Policy.