Service Support Manager

Service & Support Manager (Safety & Security)

Rombit is looking for a dynamic Service & Support Manager to join our team!

It is Rombit's mission to be the leading IIoT partner for the safety, efficiency and compliance of our clients' operational workforce and mobile assets.

As a Service Manager you will lead & actively support us in managing and expanding our client network in our safety & security department. You will understand the challenges our customers in industrial, logistic and manufacturing sites are facing. We establish a long-term partnership with our clients by providing safety & efficiency solutions, ranging from fleet telematics to driver coaching and collision avoidance, alongside our security solutions in perimeter, camera, and access control. It is your goal to support them in both reactive & proactive support with the aim of excellent user experience & usage of our products.

This is a primarily on-site role, based at our headquarters in Antwerp, with occasional work-from-home flexibility.

Your responsibilities

• Manage and coordinate 1st and 2nd line support together with the support team, including incident follow-up
• Establish and continuously improve a scalable service structure
• Stay up to date with developments in safety and security technology (technologies, regulations, trends)
• Maintain customer contracts and SLAs, and manage customer expectations
• Safeguard customer satisfaction by building strong relationships based on trust and open communication
• Prepare and lead customer meetings, including reporting and summaries of monthly actions and decisions
• Set up and maintain on-call schedules for interventions and technicians
• Actively collaborate with technicians during the execution of interventions

People & organisation

• Provide clear expectations and support team members in fulfilling their responsibilities
• Motivate team members and colleagues to achieve both personal and company goals
• Foster strong collaboration within the team
• Support communication between internal and external stakeholders
• Monitor individual performance and encourage continuous improvement
• Ensure effective knowledge transfer within the team

Qualifications

• At least 7 years of experience in a similar service, customer success or operational role, or relevant industry experience
• Strong interest in working with (large) industrial clients
• Ability to create accurate quotations using CRM tools
• Naturally customer-focused
• Excellent communication and negotiation skills
• Willing to step outside your comfort zone
• Fluent in Dutch and English, business knowledge of French is a plus

As a person, you embrace Rombit’s values:

• BE CURIOUS: By challenging the status quo & embracing the unknown, we allow ourselves to discover new perspectives
• BE BRAVE: By daring to act decisively, we fix things
• BE ONE: By being a close-knit team, we create more valuable solutions for our customers

Offer

• A challenging and fun scale-up environment with a proven international track record and a US footprint.
• Think hackathons, ping pong sessions, team buildings…
• A spot in a dynamic team, with room for your input. The more, the better!
• Competitive salary with numerous advantages on top of that: company car, insurances, bike leasing, eco cheques…
• A personalized training budget, frequent knowledge sharing sessions and meetups
• Autonomy, self-steering, openness, trust and flexibility
• A modern and spacious office in Antwerp, easily accessible by public transport and car (parking space will be taken care of). This role is primarily based at our Antwerp HQ, with the flexibility to work from home occasionally.