Service & Support Manager

Job Position: Service & Support Manager

SODAQ Introduction
SODAQ started out in 2013 developing and deploying weather stations across Africa. The necessity to transmit sensor data from remote locations produced one of the first global Internet of Things (IoT) development boards. From the start, SODAQ has focussed on low-power, sustainable technology, and has experienced significant growth thanks to its high degree of innovation. SODAQ’s products and service offerings have diversified into solutions for a wide range of applications for various industries. The IoT solutions developed make it possible for companies to automate data collection in a sustainable and reliable way. 

At SODAQ we have been transforming from a project (engineering) business to a production-oriented company. We develop and sell IoT tracking products which we produce together with several production partners at an increasingly larger scale. We are part of the world’s best low-power IoT engineering companies and are recognized as such by large corporations. We are a rapidly growing scale-up organization with a strong vision and mission and want to make an impact in the world of logistics efficiency.

Job Description
The service & support manager is responsible for setting up, running, and managing the fairly new service and support department. This department is responsible for supporting our products for customers in the market. It includes looking at the entire roadmap of a product, from delivery to end-of-life. The service & support manager plays a role in all product groups (3) and provides valuable information to the product owner on improving the quality of service of our products.

The team consists of 2 engineers from the Engineering department, a person responsible for logistics, and 2 or 3 interns for small onboarding or shipment projects.

In this role, we expect a strong sense of responsibility and accountability for the functioning and continuous improvement of the department and function.

Main responsibilities
We are looking for a manager that will be responsible for the entire service and support at SODAQ. The responsibilities include:
● Managing Service and Support to b2b customers; communication
● Managing the handling of support calls by the technical team members, the engineering department, and back to the customers
● Logistics: delivery and stock management
● Onboarding projects preparing products for shipment
● De-escalating customer support calls
● Responsible for support of 100,000s of devices in the field
● Part of all (3) product groups (business units)
● Working closely with and for product owners, sales, and CTO;
● Reporting function to the Co-CEO & CCO Robbert Woltering and in the future the Commercial Director

Requirements/competencies
● 3+ years experience in service and support role
● De-escalating skills
● Ability to work with engineers and people of different educational and personality backgrounds
● A growing basic understanding of electronics and mechanical components
● Working from our office in Hilversum, the Netherlands
● Experience with logistics
● Experience with support ticketing systems
● Experience with quality management
● Experience with continuous improvement
● Experience with service level agreements and warranty
● Experience with automation is a plus
● Experience with scaling up support volume and processes, preferably at a scale-up company
● Planning and organisational skills to be able to run and monitor the process autonomously
● Attention of detail to ensure a high level of quality
● Experience with the support of electronics is a plus
● Experience with Freshdesk is a plus
● English professional working proficiency

What we offer
SODAQ is a young, dynamic and innovative company. We have grown into a team of almost 40 professionals who are dedicated to our vision and mission. We offer a motivating, entrepreneurial and social work environment. As a service & support manager, you will enjoy freedom and autonomy in managing your own activities and you will be able to provide direct value through your own effectiveness. We provide a good starting package with an emphasis on rapid growth opportunities.
At SODAQ we are currently working on professional development plans for our people and offer the opportunity to continue learning through training and courses.

Interested?
Please send your resume and motivation letter to Robbert Woltering (robbert.woltering@sodaq.com). For further questions, don’t hesitate to contact us.

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Reduce risk and loss and boost supply chain performance with real-time visibility. Integrate the SODAQ TRACK Stealth into reusable small containers and boxes moving through your closed loop supply chain, providing you with control over moving assets.

For who?

Organizations with closed-loop supply chains looking to increase transparency and streamline the flow of assets throughout both their own and customer facilities.

What?
  • Create a connected, transparent supply chain that delivers real-time visibility at every stage.

  • Receive location, motion or temperature threshold alerts, revealing the exact time and location.

  • Receive powerful data that enables you to make smarter supply chain decisions. With more control, you can minimize loss and waste, protect content integrity and reduce costs.

Tell me more

Using the TRACK Stealth allows you to monitor the temperature, motion and location of reusable supply chain assets. The Stealth is powered by a rechargeable supercapacitor which allows for an endless number of charging cycles and is able to power the device for up to 3 months.