​​Manager Customer Service​ 

Job Description

Posted 10 months ago

As 4Industry we achieve true world-class manufacturing by connecting operators, machines and data with a highly customizable, mobile-enabled Connected Worker Platform. In fact, we recently won the ServiceNow Worldwide Partner award of 2023 due to our commitment to excellence and leadership in our field. To continue delivering outstanding service and aftercare for our customers, we are looking for a Manager Customer Service. So, are you driven by technology, operational excellence and a ServiceNow enthusiast? Then we are looking for you! 

What will you do? 

At 4Industry, we are dedicated to building innovative applications on the ServiceNow platform that digitize, improve and transform manufacturing processes. We design custom shop floor solutions that leverage and complement capabilities of the ServiceNow PaaS platform to digitize and improve ways of work in factories across a variety of industries, like pharma, food and beverage and automotive.  

As a Manager Customer Service, you will engage with the customers and will be responsible for providing an Elite Service experience for our customers with your team of PaaS-specialists.  
 
You will get to work with enthusiastic and ambitious people who continuously look for improvements. You are the one unleashing people’s personal potential and talent. Apart from that, you are responsible for driving operational excellence in Customer Service. In this role, you will be based in our office in Utrecht, and partially working from home is possible.  
 

Scope of your work 

• Getting an understanding of your customers’ business and how we can make a difference for them. 
• Translate business needs into a roadmap and enhancements/projects and advise how to make better use of the standard 4Industry product features. 
• Develop and refine customer service strategies, policies, and procedures to improve customer satisfaction and retention. 
• Ensure contractual commitments are effectively managed and reported. 
• Validating custom solutions made by the Implementation Team (customizations/ integrations) to ensure both the functionality and quality is excellent.  
• Collaborate with implementation and development teams to analyze and solve defects. 
• Work closely with the development teams to align customer service processes with the product roadmap and contribute to product enhancement. 
• Managing and delivering 4Industry cloud upgrades. 
• Identify and implement improvements in our way of working. 
• Conduct regular evaluations of your team members, provide coaching and mentoring and foster a positive team environment. 

We ask 

• A bachelor’s or master’s degree in the areas of Computer Engineering, IT and/or Business. 
• Fluency in English. Fluency in Dutch is a plus!  
• You have experience leading a team with a minimum of 5 members. 
• Hands-on experience with performing ServiceNow configuration and functional customizations. 
• Hands-on testing experience to ensure the solution meets customer requirements. 
• In-depth ServiceNow knowledge (you know how the platform facilitates businesses) 
• A background or profound interest in the Manufacturing industry is highly desired. 
• Strong verbal and written communication skills, which will be key in driving customer and internal communication. You have experience communicating with employees at large international companies. 
• You have the ServiceNow Administrator Certification and CAD. CIS certification is a plus. 
• Creative and analytical in a problem-solving environment, with an eye for detail. 

What’s in it for you 

• Competitive salary 
• Bonus based on company performance 
• Pension scheme 
• Holiday allowance (25 days for a full-time contract) 
• Modern laptop 
• Hybrid Working Model 
• Ability to order home office supplies  
• Internet, transportation, and phone allowance 
• A modern, flexible, and multicultural workplace at an innovative and global company 
• Ambitious and kind colleagues from all over the world  
• A challenging position with lots of room to grow 
• Environment where you can implement your own ideas and strategies  
   

Our culture 

Working at 4Industry evolves around working from your internal drive to make a difference for people in combination with having fun. We always go the extra mile to deliver on what we promise! Joy is what connects us and what drives us to get the best out of ourselves. That’s why we host several Fun4U activities each year, like a global hackathon, drinks and inspiring lunch sessions (check out our Instagram page!).  

Your development is our number one priority. This means you get room to grow. We strongly believe that personal development and ambitions are key to our company’s success. Because when you keep learning, you continuously improve yourself. That’s why we coach you on the job, but also help you to explore and develop your interpersonal skills. 

 
About 4Industry 

Based in the Netherlands, with offices around the globe, 4Industry designs custom shop floor solutions with the latest modern web development technologies to digitize and improve ways of work in factories across a variety of industries, like pharma, food and beverage and automotive.  

4Industry is home to over 30 developers, who have unprecedented experience with the latest innovative web development technologies, mobile and native iOS and Android applications, and several manufacturing experts. Together, they design manufacturing solutions that deliver both quick wins and long-term value for customers. 

Interested? 

Do you think you fit the profile described above and have we made you enthusiastic? Please send your CV and motivation letter to careers@4industry.com or easily apply via the “Apply for job” button in the top right of your screen. 

Please note that a screening can be part of the selection and onboarding procedure.