Trimble
6 days ago
Trimble’s Forestry Division offers SaaS and enterprise software solutions designed to enhance the productivity and sustainability of the world’s leading integrated forest product companies, forest managers, conservation organizations, government departments, finished product manufacturers, and the partners that connect the global forest supply chain. The Connected Forest™ suite of solutions manages the entire raw materials lifecycle, from planning and planting to growing, harvesting, transporting, and processing.
We are now looking for a Service Manager to join our team in Finland. We offer a permanent position in our Mikkeli, Jyväskylä, Kouvola, or Espoo office. You can also work partly remotely.
Position Overview:
The Service Manager provides daily operational direction to the service team, ensuring efficient service delivery and customer satisfaction. This role involves coordinating team activities, monitoring performance against targets and deadlines, and fostering collaboration with other departments to achieve company goals. The Service Manager is responsible for analyzing and reporting service data, and implementing strategies to optimize service quality and responsiveness. While a general understanding of relevant services is beneficial, deep technical expertise is not a primary requirement.
Ideally, you will have proven experience in the support and training of software within the forestry industry, with at least 3 years in a management role. Experience supporting customers within Finnish major forestry companies and sawmills, along with understanding their business cases and processes, would be a significant advantage for this service management role.
Primary Responsibilities:
Service management responsibilities including customer reporting and budget management, encompassing both financial aspects and team capacity planning based on workload.
Ensuring service operations consistently meet established service level agreements.
Responsible for achieving and maintaining KPI standards (First Response Time, NPS)
Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
Required:
Proven experience within a service management or support/technical role within a comparable software vendor or forestry industry organisation
Experience or equivalent knowledge on wood procurement process in Finland
Proven management experience
Bachelor’s degree or equivalent level education
The position requires fluent Finnish in addition to good English skills
This position requires occasional traveling
Preferred Skills:
Very strong customer service and communication skills
Ability to develop and implement support processes aligned with KPI’s and customer requirements
Experience in managing high priority development features and their associated tracking and communications
Ability to relate to customers with varying levels of technical skills and understanding; from the end-user, to the IT Manager, to the Executive level
Ability to adapt to change
Excellent time management and prioritisation skills needed to manage multiple requests with varying levels of importance and criticality
Our Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.