Technical Support Team Manager

Kongsberg Maritime
, a subsidiary of KONGSBERG, is a global marine technology company, providing innovative and reliable technology solutions for all marine industry sectors including merchant, offshore, subsea and naval. Headquartered in Kongsberg, Norway, the company has manufacturing, sales and service facilities in 34 countries. Kongsberg Maritime is a market leader in systems for positioning, surveying, navigation and automation. Important markets include countries with significant offshore and shipyard industries.

We are determined to provide our customers with innovative and reliable marine electronics that ensure optimal operation at sea.

At
KONGSBERG
, we believe in tackling challenging problems and delivering extreme performance for extreme conditions.

We do that through excellent products and services developed for delivering the greatest benefits to our customers.

Technical Support Team Manager role focuses on leading and managing a team of Technical Support Engineers located in a region in close collaboration with relevant partners in Product Centres. This role is responsible for ensuring that team members are integrated with relevant teams in Product Centres, complying with relevant processes, achieving agreed key performance indicators and collaborating with other Technical Support teams as part of Global Technical Support organisation.

The role is based in Veracruz, Mexico for Americas region.

• Lead and manage the assigned technical support team, ensuring operational activities are executed efficiently, meeting agreed KPIs and in line with agreed processes.
• Foster a strong sense of belonging and collaboration, encourage cross-learning.
• In cooperation with relevant stakeholders define team goals and cascade to team members.
• Identify and implement improvements in processes and practices to enhance performance and contribute to continuous improvement.
• Cooperate closely with business partners, other departments, and teams within the organisation to achieve agreed results.
• Identify competency gaps, set development goals, provide guidance, and support professional growth within the team.
• Identify and mitigate risks related to the team.
• Conduct recruitments, onboardings, regular check-ins, year-end reviews and appraisals with employees.
• Ensure adherence to relevant processes, policies and QHS&E standards.
• Build a useful network of contacts and relationships.
• Undertake actions to promote and increase visibility of technical support teams in the organisation.
• Provide regular updates and reports to management, highlighting achievements, challenges, and opportunities for improvement.

• Bachelor’s degree in engineering, equivalent professional experience may be considered in lieu of formal education.
• A minimum of 5 years of relevant industry experience.
• Experience in customer service and leadership roles in considered as an advantage.
• Broad knowledge of KM’s Propulsion products.
• Well-developed communication, organisational and interpersonal skills.
• Ability to build strong relationships within and outside of the team, delegate tasks and motivate employees.
• Ability to act on own initiative, identify and implement improvements.
• Commercial awareness and a sense of shared responsibility for results.
• Experience in using PLM, CRM and ERP systems is desirable.
• Fluent spoken and written English, including technical terminology.

KONGSBERG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.