DigitalRoute is recruiting a Support Manager

About DigitalRoute DigitalRoute was founded in 2000 to provide best-of-breed mediation to telecom network and service providers worldwide. More information can be found at www.digitalroute.com About Support The DigitalRoute Support unit is run from Sweden with staff in Stockholm and Gothenburg.There is also a fast growing regional support team in Malaysia.The Support Manager in Sweden has the overall responsibility of the Support function within DigitalRoute globally.The Support unit provides 1st and 2nd line support on MediationZone to partners and direct customers worldwide.In addition to delivering product support, the unit is also responsible of handling customer implementation projects such as change requests and MediationZone upgrades.Areas of Responsibilities * Take an active part of the company?s business development * Manage the organizational unit work: processes, documentation of organization & processes * Manage the organizational unit staff: job/functional descriptions, personal & competence development, assessments, recruitment and dismissals * Define and follow up on group objectives * Advise on group headcount and capital investments * Unit resource planning * Ensure accurate and timely information is provided to the rest of the unit and the VP Development in terms of the unit?s results, including key performance indicators * Take on the manager-on-call position as part of the 24/7 support scheme Unit Responsibilities * Support 1st line & 2nd line of all external DigitalRoute product installations towards customers / partners.Including adherence to service level agreements and root cause analysis * Handle change requests from customers of installed product base * Plan and manage as well as advice upgrades for customers together with sales organization * Delivering and maintaining information of all DigitalRoute software to customers / partners.This is customer related information of technology, as well as delivery information including license information * Support the Sales and Marketing organization in the sales and marketing process, both by setting up and communicating policies and recommendations, such as support process descriptions and presentations * Define DigitalRoute support service offering together with Sales * Liaise and attend meetings with other peers within the company where necessary in order to establish and maintain effective and relevant support activities * Maintain and manage a working infrastructure for support installations * Initiate Emergency Releases as required by SLA and set scope of Maintenance releases * Visit and participate in meeting with key account/customers * Manage customer escalations by participating in customer meetings and leading assigned temporary task forces * Support other units within the company, based on the own unit?s competence areas and processes Credentials and Experience B.Sc or M.Sc in computer engineer, or equivalent 2-5 years experience of management in professional services Experience of building a global support organization Proven leadership skills Fluent in English For this recruitment we use Zebrafisk Rekrytering AB.as subject.