Technical Support Manager

at  Tobii Dynavox

Who we are:
At Tobii Dynavox, we empower people with disabilities to do what they once did or never thought possible. We call this mission Power to Be You. Our assistive communication technology helps our customers express themselves, connect with the world, and pursue independence, whether through everyday activities like ordering food or extraordinary feats like running a company. Working at Tobii Dynavox, you’ll become part of a team that spans the globe, with offices in the US, Sweden, France, the UK, China, and beyond.
To learn more about what we make possible, meet some of our customers or take a look at some of our products.
What you’ll do:
Our products have the power to change lives by giving a voice to people with communication challenges. When our customers need help unlocking the potential of Tobii Dynavox technology, our Customer Service & Tech Support Team steps in with savvy, empathy, and enthusiasm.
About the role:
Are you passionate about leading and coaching teams to deliver best in class customer experiences? We are looking for an inspiring leader to guide our EUROW Technical Support Team, a team of seven talented members, spread across Europe in our direct markets: (Sweden, Norway, Denmark, Ireland, UK)
In this role, you will be the voice and represent the interests of the Technical Support team, ensuring they provide best-in-class support to our users and prescribers.
Together with EUROW Customer Service & Support Manager, you will develop and implement strategic plans and objectives to raise overall business value. While ensuring a great collaboration globally in our direct markets, you will build great relationships inside and outside the organization, including sales and logistics.
What will your impact and experience look like?

1. Lead, Coach & Develop Your Team

• Oversee day-to-day case management, ensuring timely and accurate solutions.
• Ensure the team has sufficient technical knowledge for current and new products and planning ongoing training for the team.
• Conduct 1:1 meetings, team meetings, performance appraisals and salary reviews with team members.
• Nurture great collaborative culture in the team, promoting open and honest communication.

1. Optimize Processes & Solve Problems

• Maintain and optimize procedures, processes, and systems to support the market globally.
• Ensure Technical Support global scalability and availability as we grow our markets.

1. Build Relationships & Collaborate

• Act as escalation point for resolving Technical Support related issues.
• Collaborate with direct market regional managers to grow their markets.
• Work alongside Sales Operations to implement strategic plans.

What qualifications will help you thrive?

We are looking for a proactive problem solver with a passion for improving processes and customer experiences!

• At least 1 year of experience in technical support and/or customer service is required.
• Previous team and/or operational leadership experience in tech support and/or customer service experience is high valued.
• Excellent verbal and written communication skills in English are required. Proficiency in Norwegian or Swedish is a plus!
• Familiarity with Microsoft 365 tools.
• Experience with CRM systems is required (Salesforce, Dynamics 365 is a bonus).

Please note: This is an onsite role in our Stockholm office.
Why join Tobii Dynavox?
At Tobii Dynavox, we are a multi-cultural and decentralized organization. We value our team members and strive to create a work environment where you can excel, grow, and do your best work. We enjoy a range of benefits supporting personal well-being and growth along family commitments.
Please note: Our working hours are from 8:30am to 5:30pm.
What is next?
Please share your questions at
mine.hacisalihoglu@tobiidynavox.com
and submit your resume and/or LinkedIn profile (in English) through our career website. We look forward to your application!
Where we stand:
We believe diversity not only enriches our workplace culture, but also gives us a strategic advantage. Working with people from a variety of backgrounds and perspectives helps us all become better communicators, better problem solvers, and better human beings. Our differences make us stronger.
Tobii Dynavox values equality of opportunity, human dignity, and racial/ethnic and cultural diversity. Tobii Dynavox does not discriminate against individuals on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, veteran status, ancestry, or national or ethnic origin.
Equal Opportunity Employer/AA Women/Minorities/Veterans/Disable

Please refer the Job description for details