Summary
The Support & Service function is a key driver of customer success, business growth, and operational excellence across Northern Europe. Serving as the bridge between customers, regional teams, and global product organisations, this role ensures that users of our Production Machining solutions maximise the value of their investment. By delivering expert support for CAM software, post processors, and related technologies, the position strengthens customer loyalty, accelerates adoption of new capabilities, and contributes directly to retention, revenue growth, and market leadership. Through a combination of technical expertise, service excellence, and strategic alignment with global standards, the role helps shape an exceptional customer experience across the region. In this role you will report to the Senior Manager Support & Service – Northern Europe.
Job Responsibilities
- Lead and manage the regional Support & Service team for production machining products, ensuring operational excellence and customer satisfaction.
- Oversee service delivery for CAM Software, Post Processors, and related solutions, maintaining high technical standards.
- Promote collaboration within the team and across internal/external stakeholders to ensure scalability and efficiency.
- Implement processes and best practices aligned with global governance while adapting to local requirements.
- Identify opportunities for upselling and value-added services to position Support & Service as a revenue contributor.
- Monitor and optimise workflows to improve productivity and customer experience.
- Support strategic initiatives for continuous improvement and innovation in service delivery.
Qualifications
- Educational Foundation – Bachelor's degree in Engineering, Manufacturing Technology, or a related discipline; advanced qualifications are considered an advantage.
- Leadership & Team Development – Inspires, mentors, and develops high-performing technical support professionals while effectively managing teams, projects, and resources in a dynamic environment.
- Customer Focus & Service Excellence – Builds trusted customer relationships and delivers exceptional service experiences that drive customer success, satisfaction, and long-term loyalty.
- Technical Acumen – Demonstrates strong expertise in CAM software, post processors, production machining processes, and manufacturing technologies.
- Collaboration & Stakeholder Management – Effectively engages and influences customers, partners, and cross-functional teams through excellent communication and interpersonal skills.
- Operational Excellence – Drives process improvements, standardisation, and best-practice implementation to enhance service quality, efficiency, and business performance.
- Analytical Problem Solving – Resolves complex technical and operational challenges through structured analysis, sound judgement, and a proactive approach.
- Industry Experience & Business Insight – Brings proven experience in technical support, service management, or customer-facing roles within the manufacturing, production machining, or CAM software industry.
- Adaptability & Regional Engagement – Thrives in a fast-paced environment and is willing to travel across the region to support customers, teams, and business objectives.