Director of Customer Support and Service (Budapest, HU)

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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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