Escalation Manager - EMEA regions

Axis is an IT company offering network video solutions for professional installations. The company is the global market leader in network video, driving the ongoing shift from analog to digital video surveillance. Axis products and solutions focus on security surveillance and remote monitoring, and are based on innovative, open technology platforms. Axis is a Swedish-based company, operating worldwide with offices in more than 20 countries and cooperating with partners in more than 70 countries. Founded in 1984, Axis is listed on the NASDAQ OMX Stockholm. For more information about Axis, please visit our website at www.axis.com. Reference number: 356 JOB DESCRIPTION The Technical Services team for the EMEA regions primarily handles the technical support and associated services for our customers in Europe, Middle East, and Northern Africa, and has an extensive cooperation with regional sales offices. All functions are centralized to Lund, Sweden and we're currently a team of around 15 people. The team is also involved in authorizing product exchange under warranty (RMA), while the actual RMA handling is carried out by external partners. We are now looking for an Escalation Manager to assist the support engineers in certain difficult support cases and to actively manage (own and drive) "top ranked" escalated cases, i.e. cases that are important and complex from a business/customer or technical perspective, including coordination and communication with customers, product specialists, developers, sales managers, etc. In this position you're also a technical resource to help and coach the support engineers on certain support cases. You identify training needs and help out with competence building by arranging or holding product/solution training for the team and new employees. The position involves a few travels a year within EMEA. YOUR[QUALIFICATIONS The technical knowledge level relating to the after and pre sales support is one of the cornerstones for being able to quickly, efficiently, and professionally resolve customers' technical support questions. Therefore it's important that we have a position in the team that can focus on an increased capability to resolve cases efficiently within the group, rather than to entirely rely on escalations to global product specialists. We are therefore looking for a service-minded individual with broad technical knowledge and an ability to see how complete systems and solutions work and are put together. We believe you have experience from some kind of technical support. If you have experience from technical support within video surveillance and/or Video over IP solutions (especially Axis products and software applications) this will be considered a plus. You have excellent communication skills and are a team player with an open mind for other cultures. Your willingness to always help and not letting go of things until resolved will be crucial for your success. We further believe you have the following qualifications: * Ability to diagnose complex problems and communicate clearly over the telephone or written with both customers and internal staff. Must be able to communicate effectively at all levels of organizations.[ * Good knowledge in some or all of the following areas: LAN and WAN hardware (routers, firewalls etc.), camera/image technology, network protocols, electronics, and Windows operating systems including installation troubleshooting and management. * Fluent in English (written and spoken).