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
Do you want to wake up in the morning full of excitement and enthusiasm about your day?
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. However, we believe the real transformation has only just begun. 
At Epiroc, you’ll be part of a new team that is built on some serious brainpower, intense curiosity and true creativity. Our mission is to drive the development of game-changing solutions within our full-scale digital acceleration program called Epiroc Ignite. To further boost Ignite, we are looking for great people who are passionate about redefining the customer experience through innovation, unconventional thinking and by embracing fun!
Come be part of something new with an amazing history!

Your role
As portfolio manager for Customer Support Solutions you will enable growth by defining and implementing an efficient and effective customer support experience. This, by using 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. You will be working with colleagues around the world in an environment that embraces agile principles and nurtures digital expertise.
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.

Your mission
In this role, you get to (Re) invent, simplify and implement the end-to-end Customer Support process to improve overall business results. Anticipating and meeting fundamental, often unexpressed, customer needs is a big part of your work, while at the same time fostering a mindset that is focused on designing positive experiences across the entire Customer Support chain. You will develop robust KPI’s, processes and loyalty-earning technologies to measure customer centricity, create transparency and measure success.
You will be expected to sustain a culture of continuous improvement and transformation and help establish the capabilities needed to realize the Fit-4-Future Epiroc organization. You will build strong alliances across the organization and passionately improve operational efficiency through process and digital technology improvements. To lead the (extended) Customer Support Solutions teams and assist with local projects to drive digital adoption and education will also be a part of your mission.

Your profile
You have 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 a diverse group of experts. You bring energy to the workplace with your entrepreneurial spirit and a great hunger for new knowledge. You have the ability to apply design-thinking principles and to utilize and implement technology to drive process improvement. You also have a strong presentation and written/verbal communication skills.

Other Qualifications, location and travel
* Typically requires 8+ years of related experience in a professional role with a Bachelor’s degree; or 6+ years with Master's degree; or equivalent experience
* Willing to travel
Flexible in your working location

Application and Contacts
Welcome with your application as soon as possible, but no later than 2020-05-08. We review applications continuously. For questions about the position, please contact recruiting manager or recruiter: Martin Borst, Global Head of Digital Business, 46(0)72 143 80 08 or Helena Fiedler, Recruiter, 46(0)70 591 90 33