Customer Support Manager
ESKO
Gent, Belgium
1 dag geleden

Esko is seeking a talented & dynamic individual to fill the Customer Support Manager position based out of Ghent, Belgium! The purpose of this position is to manage a support team and drive high customer satisfaction!

Esko is the worldwide market leader with software for packaging buyers, designers and manufacturers and hardware products for the packaging, label, sign and display industries.

With headquarters in Ghent - Belgium, Esko employs around 1,800 associates worldwide.

Esko, Brand Solutions is a business unit within Esko and it helps its customers make the best packaging for billions of consumers.

Our product portfolio supports and manages the packaging and print processes for consumer packaged goods (CPG) brands, pharma, life science, and retail customers.

Esko solutions are used in packaging management (WebCenter), asset management (MediaBeacon), artwork creation and 3D visualization (Studio), structural design (ArtiosCAD), prepress, workflow automation (Automation Engine), quality assurance, sample-making, palletization (CapePack), supply chain collaboration and / or the production of signage and displays.

The Esko family includes solutions from recent acquisitions including Enfocus, with its PDF quality control tools and automation solutions, MediaBeacon, with its digital asset management (DAM) solutions, and BLUE Software, with its SaaS label and artwork management applications.

Learn more about Esko (a Danaher company) by visiting :

What are the Management Responsibilities?

  • Monitor queues and assist with daily goals and conduct quality control to reduce errors to improve procedures.
  • Accurately and completely communicate issues and priorities to team
  • Verify the quality, accuracy and timeliness of responses and actions taken by support team
  • Identify training requirements for team and work with the Director, Customer Support to develop and maintain individual training plans for team members
  • Mentor the team on their technical and personal development
  • Lead the associate performance process, including crafting objectives, reviewing progress and providing ongoing mentorship and support throughout the year
  • Break down high-level objectives into specific Customer Support team tasks and follow through on their execution by handling daily department KPI’s
  • How do We Measure Success (Key Performance Indicators)?

  • Daily support case volume, SLA metrics and response times to identify challenge areas, team performance and improve customer satisfaction
  • Escalation performance for cases tracked with priority and urgency following the support escalation process
  • Case closure and accuracy rate, case response time, customer contact and communication, case volume and closure rate
  • Review and provide monthly service level performance reports for customer success team and account managers
  • What Job Qualifications Are We Looking For?

  • A Bachelor's degree in IT, CIS, MIS, Business Administration or related field and experience managing a team of support specialists
  • Five years’ experience working in an environment providing B2B technical support using industry standard support desk solutions including knowledge base and standard methodologies
  • Ability to optimally lead a multifaceted work queue in a fast-paced, 24x7 global Enterprise customer SaaS business
  • Experience supporting and leading multiple customer environments and products operating under change control for all configuration changes and updates
  • A self-starter, who can prioritize and complete assignments with little technical direction
  • Strong problem-solving skills and maintain focus in a demanding environment
  • Excellent oral, listening and written skills to effectively communicate with customer contacts
  • Capable of building multi-functional relationships with other groups such as IT, Development and Professional Services to ensure quality support enterprise SaaS customers
  • Good understanding of JavaScript, XML, HTML, CSS, RESTful Services, and SQL
  • Knowledge and experience with ServiceNow and / or SalesForce / ServiceMax is a plus
  • Proficient in Microsoft Office suite (MS Word, Excel, PowerPoint, SharePoint)
  • When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win.

    As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

    At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.

    Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

    If you’ve ever wondered what’s within you, there’s no better time to find out.

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