Service manager

Posted 11 months ago by Anthon Byberg
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Job Description

To our customer in Gothenburg we are looking for an experienced Service Manager.
As a Service Manager you will be responsible for assisting 2 – 3 customers with the daily management and maintenance of the product, including support, provision of knowledge injections, problem solving, and upgrading to new releases. You will ensure that the customer provides service and support as stipulated in service level agreements, and act as an internal customer on behalf of the clients, working closely with other departments to raise awareness of technical and operational issues regarded as important by the client.

Essential Duties:
Analyzes and processes defects and provides interim solutions according to Service Level Agreements.
Answers questions about the usage of functionalities in the system, including propriety programming languages and other development tools.
Provides and presents a business case to the customer highlighting the business benefits of the software to the client’s particular operations.
Delivers software patches and new major releases. Assists customers with the deployment of these patches and releases.
Ensures the rest of the customers organization acts upon customer ideas, thoughts, opinions and issues.
Organizes and participates in the three stages of the health check process, preparation, on-site visit and report writing.
Health check is a process looking at the physical condition, usage and maintenance of the product at a customer.
The purpose is to maximize the business value of the product and thereby defend the business model.
Discusses possible system enhancements with product management based on discussions with clients and knowledge of multiple client systems.
Manages the change request process.

The Digital Solutions & Analytics department is responsible for the product development, configuration, delivery and support of our Crew and Ops management products to airline customers and to make sure that we deliver solutions that our customers truly need.

For these positions it is vital that you are passionate about learning the Airline business and that you see yourself contributing in teamwork, workshops and communicating with different stakeholders.

All positions will be based in Gothenburg and the candidates need to be able to travel to our customers from time to time as part of the job. Mainly within Europe, Africa and Middle East.

Preferred competencies
MSc or BSc in related field of study (technical)
Demonstrates strong communication skills
Programming experience in at least one language

Top Skills
Prior experience from customer relations or support is an advantage
Knowledge about any of the following would be an advantage: Unix/Linux, Python, optimization, infrastructure, network administration, databases.
Ability to speak additional languages fluently

We put great emphasis on your personal characteristics. We value individuals who have an analytical approach to problem solving, strong communication skills both within and outside your team, an interest for technology as well as human relations and a curiosity to learn and explore new ways of doing things. We are looking for both junior and senior candidates.