AddressWe are looking for a Service Manager to our Customer Support function within Air Traffic Management, with focus on the Remote Tower Systems product. This is a role as a coordinating customer contact, with the ability to maintain and develop the way we provide support to meet our customers’ expectations of quality and efficiency.
Your role
As a Service Manager, you are experienced within the customer support area. With good judgement and flexibility, you understand the need to provide timely response and service to keep the customer happy. You also have the ability to manage one or several customer installations, acting as the primary customer contact for ongoing issues and service requests to ensure that the terms and conditions in our support agreements are fulfilled and our Service Level Agreements are met.
The main tasks are:
Hold regular customer meetings with focus on support and maintenance
Create and communicate reports of statistics and issue status for all customers
Follow up status of issues escalated to third line, and communicate relevant progress
Participate in bid work and new support offers to monitor support interests
Administer customer agreements and users in the ticket system
Your profile
To thrive in this role, you are a self-motivated person with great communication skills. You are used to efficiently collaborating with team members as well as other stakeholders. You are structured and have a confident mindset enabling you to adapt to circumstances.
Required skills:
Several years of relevant work experience
Excellent communication skills in English, verbal and written
Experience from regular and ongoing customer contacts, leading and facilitating meetings
Desired skills:
Project management experience
Tender/bid work and requirement management experience
Experience from contract definition and negotiation
Knowledge of Jira Service Desk, or other issue management system
Knowledge of (and certified within) ITIL 3/4
This position requires that you pass a security vetting based on the current regulations around/of security protection. For positions requiring security clearance additional obligations on citizenship may apply.
What you will be a part of
Saab Traffic Management (TM) serves customers around the globe with advanced solutions that enable the safe and efficient movement of people and goods. One of the operating units within TM is Air Traffic Management (ATM), the solution provider of Air Traffic control Tower Systems.
At ATM, we develop full Air Traffic control systems for the tower operations. All flights on and around the airport are planned, monitored and controlled by our system, providing the essential tools for the Air Traffic controllers to perform their tasks as safe and efficient as possible.
The ATM department consists of an enthusiastic team of project managers, systems engineers, installation managers, software engineers, test and integration and support engineers. The products of Saab are applied in various projects worldwide, in the area of Air Traffic Services inside Air Traffic control tower at airports and remotely allowing control of multiple airports from one location.
Saab är ett ledande försvars- och säkerhetsföretag med uppdrag att hjälpa nationer att skydda sin befolkning och bidrar till trygghet för människor och samhällen. Med 20 000 talangfulla medarbetare utvecklar Saab teknik och lösningar för en säkrare, mer hållbar och mer rättvis värld. Läs mer om oss här
Affärsområde Surveillance erbjuder världsledande teknologi som ger lägesbilder och beslutsunderlag för försvar mot olika hot. Portföljen omfattar radar-, telekrig- och ledningssystem samt trygghets- och säkerhetslösningar.
Om du är intresserad av vilka förmåner som du kan ta del av som anställd på Saab i Sverige, kan du läsa om dem här
Saab is a company with a strong people-orientation. We offer a friendly work environment where we support and help each other to be at our best. Continuous learning, career & talent development and employee well-being are examples of areas where we always put the strongest effort to offer great opportunities.
