Customer Service Manager

SAAB is seeking a Customer Service Manager to lead our Customer Service & Support team within the Defense & Aerospace sector. You will manage a high-performing team delivering mission-critical support to global defense and security customers, ensuring timely resolution of complex issues across advanced systems and services. Partnering closely with engineering, logistics, and program teams, you will drive service quality, data-driven process improvements, and customer satisfaction.

In Saab's innovative, mission-driven culture, you'll contribute to long-term security while growing in a collaborative, high-tech, international environment.

Responsibilities

• Lead and coach a customer service team supporting defense and aerospace customers.
• Oversee case management, issue escalation, and resolution for complex technical and service matters.
• Monitor service metrics (SLAs, response/resolution times, CSAT) and drive continuous improvement initiatives.
• Collaborate with engineering, logistics, program management, and sales to resolve customer issues and improve end-to-end service.
• Develop and maintain customer service processes, documentation, and knowledge bases in a regulated environment.
• Support contract and service level agreement (SLA) compliance, including reporting and performance reviews with key customers.
• Use CRM and reporting tools to analyze trends, identify risks, and recommend corrective actions.
• Contribute to customer communication plans, including incident updates and post-incident reviews.
• Participate in planning and support for new product introductions and system upgrades affecting customers.
• Promote Saab's culture of safety, security, and quality while fostering cross-functional teamwork and learning.

Required Skills

• Customer service management
• People leadership and team coaching
• Defense or aerospace industry familiarity
• CRM systems (e.g., Salesforce, Dynamics)
• Service metrics and SLA management
• Data analysis and reporting (Excel, BI tools)
• Incident and escalation management
• Process improvement (Lean/Six Sigma basics)
• Technical aptitude for complex systems
• Stakeholder and customer communication