About Xerotech: Xerotech is a battery technology company that is solving one of the greatest challenges of our generation, industrial electrification. Our talented team is making an impact on a global scale, driven by a shared vision of a fully electric future. We thrive in a fast-paced, energetic, and innovative culture where no two days are the same. We take on big challenges and we appreciate every opportunity to learn along the way. When you join Xerotech, you join a team with a thirst for innovation and a hunger for the fun that comes from turning an industry on its head. This is a once in a life-time opportunity for the person with the right skillset. Service and Support Manager– Off-Highway EV Batteries As the Service and Support Manager you will play a crucial role in ensuring the satisfaction and success of our customers who rely on our off-highway EV battery solutions. The goal is to enhance customer experience, strengthen client relationships, and contribute to the growth of our business. In this role you'll get to: Act as the primary point of contact for escalated customer issues and ensure timely resolution. Develop and maintain strong relationships with key customers, understanding their unique requirements and challenges. Mentor, and motivate a team of customer support specialists. Foster a customer-centric culture within the team, emphasizing excellence in service delivery. Gather customer feedback and collaborate with internal teams to continuously improve product features and service offerings. Manage Service and Support processes, systems, tools, and staff, either directly assigned or secounded into customer issue service and support Manage salesforce Case management processes and reporting Analyse customer support processes and identify areas for improvement. Implement efficient systems and workflows to streamline issue resolution and enhance overall customer satisfaction. Work with the product development team to communicate customer needs and contribute to the development of new features and enhancements. Utilize customer support data to generate insights and identify trends. Provide regular reports and analysis to senior management, highlighting key performance indicators and areas for improvement. Collaborate with sales, marketing, and product development teams to ensure a unified approach to addressing customer needs. Act as a liaison between customers and internal teams to facilitate effective Travel of up to 50% may be required. To excel you will need: Bachelor's degree in engineering, business administration, or a related field or related experience. Advanced degree preferred. Strong technical understanding of battery systems and electric vehicle integration processes. Excellent communication and interpersonal skills, with the ability to build rapport and negotiate effectively. Detail-oriented with a focus on maintaining high-quality standards. Ability to work independently and collaboratively in a fast-paced, dynamic environment. Willingness to travel occasionally for onsite visits and meetings with customers, integrators, and OEMs. What we believe We believe in people first, always. At Xerotech we value all cultures and backgrounds and truly believe that diversity drives innovation. We are growing fast, that means you will grow fast too and one day you will be able to say you were there at the beginning! Why work with us Situated in the West of Ireland, Xerotech offers a place to work like no other, with a dynamic working culture that very few places can replicate or compete with. We are a fast-growing and innovative company that is competing on a global scale, and we pride ourselves on being a great place to work, allowing us to attract the best to be the best! Just some of the benefits Xerotech offer include: Private Healthcare cover from day one Additional private healthcare to cover partners & dependents Company Pension 23 days annual leave per year Bike to Work scheme Active sports and social club with events each month Corporate gym rates & free fitness classes Wellness programs, including an Employee Assistance Program Top-notch tech equipment to work with Great atmosphere, team spirit and free office snacks Free parking & more Commitment to Quality Whether developing new products or writing copy, you will bring thoroughness, high standards, and the interminable curiosity to challenge the status quo, taking impactful risks along the way. Do you see an innovative way to do something? You will be empowered to do it. Come and do your best work with us. By submitting your application, you agree that Xerotech may collect your personal data for recruiting, global organization planning, and related purposes. Xerotech Privacy Policy explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Xerotech's use of your personal information. Xerotech is an equal opportunity employer.
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