Director of Customer Support and Service (Budapest, HU)

Adaptive Recognition Logo

For more than three decades, Adaptive Recognition has been developing and delivering intelligent camera systems, automatic identification solutions and complex technological systems for international customers. Our solutions support transport, security, logistics, port, and industrial processes worldwide. We are now looking for a Support & Service Director who will take strategic and operational leadership responsibility for the operation of SLA, RMA, technical support, and internal service and repair processes related to our products, systems and technology ecosystems. The aim of the position is to lead a unified, transparent, measurable and customer-centric support and service operation that supports international customers, complex projects, operated systems, and ensures structured feedback on customer experiences towards development, product management and project operation.

Your main tasks will be:

  • Professional and operational management of SLA, RMA, technical support, and internal service and repair areas
  • Management of the support team, technical support operations and internal service processes
  • Overseeing the handling of customer inquiries, tickets, complaints, escalations and warranty issues
  • Track SLA obligations, response times, resolution times, and service levels
  • Development of RMA, testing, repair and warranty processes
  • Liaising with development, production, project, product management and sales
  • Systematization and channeling of customer feedback, recurring errors and product experiences
  • Support for the preparation, review and clarification of product documentation
  • Preparation of support and service KPIs, reports and management decision preparation materials
  • Continuous improvement of support and service operations

We are looking for you if:

  • You have a higher technical degree or equivalent management experience in a complex technological environment;
  • You have several years of management experience in technical support, service management, service, RMA or technical customer support;
  • You have fluent English language skillsin both words and writing
  • Youhave outstanding communication skills in both Hungarian and English
  • You have an overview of the support and operational processes related to complex technological systems;
  • You are able to connect customer-side experience with development, production and product management operations;
  • You have a strong technical affinity and a systems approach;
  • Characterized by a process-oriented, structured and measurable managerial thinking;
  • As a leader, you are determined, cooperative and solution-oriented;

Advantages:

  • Degree in electrical engineering, computer engineering, mechanical engineering or transport engineering
  • Experience in leading an SLA-based international customer support operation
  • Experience in managing RMA, warranty, or repair processes
  • Experience in an industrial, technological or B2B environment
  • Knowledge of ANPR/LPR, ITS, access control, port automation, camera systems or similar technological areas
  • ITIL, service management or quality management background
  • Experience in supporting or operating complex technological ecosystems
  • What we offer:
  • Strategic leadership role in the company's support and service operations
  • International technological environment
  • Complex industrial, transport, security and infrastructure projects
  • Collaborate directly with development, manufacturing, project areas and business leaders
  • Opportunity to further build a unified, measurable and high-quality support and service operation

Please note: This job description is translated from Hungarian.

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