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- Aufgaben: Lead the Technical Support team to ensure excellent customer experiences and smooth support processes.
- Arbeitgeber: Join Lawo, a leading innovator in professional audio and video solutions for the broadcast market.
- Mitarbeitervorteile: Enjoy flexible hours, home office options, attractive salary, and awesome perks like E-Bike leasing.
- Warum dieser Job: Be part of a motivated team in an international environment with opportunities for growth and development.
- Gewünschte Qualifikationen: Higher education in engineering or related fields, plus experience in technical support and team management.
- Andere Informationen: Ready for international travel and on-site presence at our HQ in Rastatt.
Das voraussichtliche Gehalt liegt zwischen 72000 - 84000 € pro Jahr.
Lawo, based in Rastatt, Germany, is an innovative, leading supplier of professional audio, video and control solutions to the world-wide broadcast market. We develop and manufacture our products in Germany and support them with a global Customer Support Team.
GROW WITH US! To strengthen our team, we have an immediate opening for a
Head of Technical Support – Europe (m/f/x)
YOUR KEY RESPONSIBILITIES
- Ensure an excellent customer experience in the after-sales phase while meeting all legal and contractual obligations, with the aim of achieving business growth, profitability and customer retention.
- Lead the Technical Support team in the agile working environment of our Professional Service Group, serving customers and partners in DACH, EMEA, APAC and LATAM.
- Ensure smooth support processes, in particular help desk, 1st and 2nd level support, 24/7 hotline, RMA/repairs, spare parts supply and technical service provision.
- Ensure that needed product and technology knowledge is always available within the team to actively support and drive the technological change in our industry.
- Work closely with Customers, Partners and other Lawo teams to achieve the goals.
- Be the voice and the first point of escalation of the customer into the organization: collaborate and agree on required actions with internal departments and monitor delivery to customer.
YOUR PROFILE
- Higher Education / University Degree in engineering, computer science, broadcast technology, Media or equivalent.
- Experience in technical support in broadcasting, on-air broadcasting and IT environments, general ITIL knowledge.
- Track record of leading and managing teams.
- Strong organizational, team building and people development skills.
- A passion for structured work, high quality standards and market leadership.
- Strong verbal and written communication skills, engaging and professional way of interacting with customers, in English and German.
- Ability to stay organized in a fast-paced environment.
- Readiness for international travel.
- Appropriate on-site presence for the support team, especially at the HQ in Rastatt.
OUR OFFER
- A highly motivated team and an international environment.
- Flexible working hours and home office days.
- Attractive salary with additional benefits.
- Company pension scheme.
- Language courses and other training opportunities.
- Daily catering with a wide range of dishes.
- Sun terrace for breaks.
- Employee Events.
- Foosball table and band rehearsal room.
- E-Bike Leasing.
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Head of Technical Support - Europe (m/f/x) Arbeitgeber: Lawo AG
Kontaktperson:
Lawo AG HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Head of Technical Support - Europe (m/f/x)
✨Tip Number 1
Familiarize yourself with the latest trends and technologies in the broadcasting industry. This knowledge will not only help you during interviews but also demonstrate your passion for the field and your commitment to staying updated.
✨Tip Number 2
Network with professionals in the broadcasting and technical support sectors. Attend industry events, webinars, or local meetups to connect with potential colleagues and learn more about the company culture at Lawo.
✨Tip Number 3
Prepare to discuss your leadership experience in detail. Be ready to share specific examples of how you've successfully managed teams and improved customer support processes in previous roles.
✨Tip Number 4
Showcase your communication skills by practicing how you would handle customer escalations. Think of scenarios where you effectively resolved issues and maintained a positive relationship with clients.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Head of Technical Support - Europe (m/f/x)
Tipps für deine Bewerbung 🫡
Understand the Role: Make sure to thoroughly read the job description for the Head of Technical Support position. Understand the key responsibilities and required qualifications, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in technical support, especially in broadcasting and IT environments. Mention any leadership roles you've held and how they relate to managing a team effectively.
Showcase Communication Skills: Since strong verbal and written communication skills are crucial for this role, provide examples in your application that demonstrate your ability to interact professionally with customers in both English and German.
Tailor Your Application: Customize your CV and cover letter to reflect the specific requirements mentioned in the job description. Use keywords from the listing to ensure your application stands out and aligns with what Lawo is looking for.
Wie du dich auf ein Vorstellungsgespräch bei Lawo AG vorbereitest
✨Showcase Your Technical Expertise
Make sure to highlight your experience in technical support, especially in broadcasting and IT environments. Be prepared to discuss specific technologies you've worked with and how they relate to Lawo's products.
✨Demonstrate Leadership Skills
Since this role involves leading a team, share examples of your past leadership experiences. Discuss how you have successfully managed teams, built strong relationships, and developed team members' skills.
✨Emphasize Customer-Centric Approach
Lawo values excellent customer experience. Prepare to talk about how you've ensured customer satisfaction in previous roles, including any strategies you've implemented to improve support processes.
✨Prepare for Agile Environment Questions
As the role is within an agile working environment, be ready to discuss your experience with agile methodologies. Share how you've adapted to fast-paced changes and maintained organization in your work.
