Cluster Manager Customer Support

**CLUSTER MANAGER CUSTOMER SUPPORT**

**Location**: France (Rungis), Italy (Treviso)
**Employment Type**: Full-time

Would you like to work in an international environment where you will make a difference every day? We are looking for game-changers to join us as we innovate for individuals and develop the world’s most advanced assistive solutions.

At **Permobil**, the people who use our products come first. Our purpose is to create advanced assistive solutions that make the lives of adults and children living with disabilities more enriching. Our people are passionate about pushing the boundaries of technology to deliver innovations that improve lives. We are a sustainable and responsible business committed to continuous improvement, and our customers can trust us to provide market-leading solutions driven by insights-based clinical data.

**Position Overview**

We are looking for a passionate and results-driven **Cluster Manager Customer Support** to lead our Customer Service Teams in France, Italy and Spain (the primary location for this role is **in France (Paris, Rungis) or Italy (Treviso)**, with occasional travel expectations). This role involves providing coaching, guidance, and support to ensure team members meet established targets. The Cluster Manager Customer Support works closely with Customer Support EMEA Leadership Team as well as Sales to drive continuous improvement initiatives, enhance process efficiency, and ensure a high standard of customer service delivery across the markets. This position requires leadership, communication, and collaboration skills to maintain a successful and efficient support operation. If you have a passion for customer service and a desire to lead an international team, we invite you to join us for an exciting journey

**Key Responsibilities**:

- Take responsibility for overall strategic development of the Cluster
- Take accountability for operations of the Customer Support Organization within the Cluster
- Ensuring that the right staff are in right roles and accountability for the development and motivation of all staff
- Drive Customer Satisfaction towards our NPS target and continuously identify and implement improvements to enhance the customer experience
- Be accountable for tracking defined KPIs and ensuring the team meets defined targets
- Act as the escalation point for customer complaints, ensuring timely resolution and customer satisfaction
- Initiate and drive improvements and implementations within your area to enhance processes and customer service
- Act as the key contact person and driver within Customer Support for the appointed product area
- Drive projects within the Customer Support area within EMEA

**Qualifications & Skills**:

- Education in Business Administration, Engineering, Finance, or other relevant educational background
- 3+ years of experience, preferably in Customer Support or Management Consulting
- Good IT skills; experience with D365 is an advantage.
- Strong leadership and organizational skills and ability to drive change
- Ability to structure and prioritize work in a complex and international environment with various stakeholders
- Fluency in English; additional languages besides local language would be an advantage

**Who you are**:
You are a self-driven and highly motivated individual with a strong passion for customers and a commitment to delivering outstanding customer service. With a result-oriented mindset, you have a proven track record of identifying opportunities and ensuring they are successfully executed. You possess a commercial mindset, always considering the business impact of your decisions, and you thrive in dynamic environments where workloads may fluctuate. You are flexible, adaptable, and capable of managing high-pressure situations. Additionally, you have a keen eye for process improvement, constantly seeking ways to enhance efficiency and optimize performance.

**Application Process**

**_ Please respect that we do not wish recruitment assistance or advertising, we decline calls from recruitment and advertising providers._**

**More about Permobil**

Permobil founder Dr. Per Uddén believed that helping people achieve the greatest level of independence is a basic human right and, for over 50 years, Permobil has held fast to that belief. Permobil is a global leader in advanced rehabilitation technology, passionate about better understanding our users’ needs and improving their quality of life through state-of-the-art healthcare solutions. Today, those solutions include power wheelchairs, seating and positioning products, power assist, and manual wheelchairs.