Customer Support Manager PureBallast

You will lead a competent and diverse team, supporting our customers and sales colleagues throughout the entire customer journey. From assisting shipyards and ship owners during the design phase, guiding them through the purchase and installation of the PureBallast system, to providing operational support and ensuring optimal performance throughout the vessel’s lifetime, your leadership will be key.

As the new manager, you are expected to develop a compelling team vision, embrace change, and dynamically lead your team into new areas that actively support sales and new business approaches. Your leadership will inspire the team to embrace new opportunities and drive growth with energy and adaptability.

The team is part of the PureBallast Global Sales and Customer Support organization and plays an integral role within the broader PureBallast team.

You are passionate about delivering an outstanding customer experience and have the ability to inspire your team to do the same. Driven by customer feedback, you will support our sales team and proactively strengthen customer satisfaction and loyalty through your initiatives.

Claim handling and process improvements are also under your responsibility, as they are essential for creating a positive customer experience.

You will interact directly with customers worldwide, as well as with Alfa Laval Sales Companies and PureBallast functions, including our factory in Qingdao and the research and development team in Stockholm.

You will lead a team of approximately 10 direct reports based in Asia and report to the Head of Global Sales & Customer Support.

Main Tasks/Responsibilities:

• Develop a strong pro-active team and lead them supporting our shipyard and ship owner customers in their full customer journey.
• Being an inspiring leader, clearly articulate a forward-thinking vision for the team in a highly dynamic and demanding business environment.
• Be dynamic, creative and close to the market to capture new solutions for our shipyard and ship owner customers to differentiate ourselves against competition.
• Strengthen customer loyalty through pro-active initiatives
• Strategic claims management to achieve excellent customer satisfaction and continuous quality improvement and cost reduction.
• Provide feedback for product and service offer improvements based on own and customer feedback. Provide product information and when applicable training to end customers and sales companies.
• Develop and execute annual tactical plans for the department.

Competencies, experience and attitudes to do the job：

Knowledge:

• University degree within Naval Architecture, Marine Engineering, or relevant background
• Preferably experience in the maritime industry within technical development and service & sales processes
• A genuine interest and understanding of the sales and customer perspective

Skills:

• A genuine interest in people and inspiring leadership skills
• Experience in building and maintaining dynamic, pro-active teams
• Strong business acumen and customer focus
• Solid technical understanding and interest, while being able to see the big picture.
• Excellent English skills in written and spoken language
• Confident and effective in a highly international environment

Attitude:

• Pro-active mindset
• Instinctive ability to network and connect with others
• Dynamic, curious and solution oriented
• Desire to help and support

Motivation:

• Self-driven & motivated to grow people
• Motivated by progress and improvements
• Desire for highest customer satisfaction