Portfolio Manager Customer Support Solutions

Epiroc is a leading productivity partner for the mining, infrastructure and natural resources industries. With
cutting-edge technology, Epiroc develops and produces innovative drill rigs, rock excavation and construction
equipment, and provides world-class service and consumables. The company was founded in Stockholm,
Sweden, and has passionate people supporting and collaborating with customers in more than 150 countries.
Learn more at www.epirocgroup.com.

Portfolio Manager Customer Support Solutions
Join a 147 year old startup!

Epiroc is a world leading productivity partner for the mining, infrastructure and natural resources industry. We have always been a company of innovators. Our revolutionary approach, with a focus on safety and sustainability, has continuously provided the mining industry with smarter solutions and leading technology. But we believe the real transformation has only just begun.
We are sharing the proud history of Atlas Copco, but since the split in June 2018, Epiroc is a fully independent company, ready to make its own mark on history. We are aggressively investing in digital development to keep Epiroc moving and evolving. This means, among other things, redefining business models through enabling data-infused services, such as creating omni-channel capabilities, robotizing processes and developing an eco-system through technology alliances.
We are creating game-changing solutions within our full-scale digital acceleration program called Epiroc Ignite. To further boost Ignite, we’re looking for great people who are passionate about redefining the customer experience through innovation, unconventional thinking and by embracing fun. Our mission requires some serious brainpower, intense curiosity, true creativity and determination to be the best.
Come be part of something new with an amazing history!

Role Description
Ro
As portfolio manager for Customer Support Solutions it will be your mission to enable growth by defining and implementing an efficient and effective customer support experience through the use of digital tools, optimized and transparent workflows and a pro-active sales & service approach based on data-driven decision making, all with a customer-centric orientation.
We are seeking high-performing candidates who can align business outcomes to customer needs, possess digital skill sets and want to advance in a dynamic environment.

Key Responsibilities
Re
* (Re)invent, simplify and implement the end-to-end Customer Support process to improve overall business results. (Outputs include customer journeys, 3 year and 18 month capability road maps, sequencing and transitional plans, technology requests)
* Anticipate and meet fundamental, often unexpressed, customer needs.
* Foster a mindset that is focused on designing positive experiences across the entire Customer Support chain
* Work to ensure alignment between business strategies and the information technology roadmap
* Develop robust KPI’s, processes and loyalty-earning technologies to measure customer centricity, create transparency and to measure success
* Execute with a great sense of urgency, and passionately improve operational efficiency through process and digital technology improvements
* Sustain a culture of continuous improvement and transformation and help establish the capabilities needed to realize the Fit-4-Future Epiroc organization. Build strong alliances across the organization
Lead the (extended) Customer Support Solutions teams to assist with local projects to drive digital adoption and education

What You Need To Succeed
* Experience in developing and implementing customer-centric operations and strategies (marketing, sales, service)
* You are a natural collaborator who excels in partnering with stakeholders and diverse disciplinary experts
* Entrepreneurial approach to challenges: being resourceful, and not afraid to take calculated risks
* The ability to both set strategy and follow through on tactical implementation and execution of initiatives
* You’ll be digitally savvy, think in possibilities, naturally connect dots across experience ecosystems, and view challenges from multiple lenses
* Ability to apply design-thinking principles and to utilize and implement technology to drive process improvement
* You have strong presentation and written/verbal communication skills
* You have in-depth knowledge of business process mapping and modeling
Well-honed listening, negotiation and communication skills to facilitate discussions and help resolve different views

Qualifications
* Typically requires 10+ years of related experience in a professional role with a Bachelor’s degree; or 6+ years with a Master’s degree; or equivalent experience
* Min 3+ years of experience business architecture, requirements management, and project management in the workplace
Willing to travel up to 40% of the time (also depending on location)

Location:
* Flexible


Application and contacts

Welcome with your application as soon as possible, but no later than Mars 20th. 
For questions about the position pleasecontact recruiting manager or recruiter:
Martin Borst, Global Head of Digital Business, 46(0)72 143 80 08
Helena Fiedler, Recruiter, 46(0)70 591 90 33