Tobii Tobii Dynavox

Tobii Dynavox, part of the Tobii group, is the world leader in eye tracking and speech generating devices - products that help individuals with speech and motor impairments live a richer and more independent life. Headquartered in Stockholm Tobii covers a global market with offices in USA, Germany, Norway, Japan, South Korea, Taiwan and China.

Customer Service & Support Manager - give people the Power to be You!

At Tobii Dynavox our products are life changing, offering our users the opportunity to live a more independent life through speech generating devices and access tools.

As our Customer Service & Support Manager you help provide world class customer service and support to these users and service partners/resellers. We hope you want to be part of our mission to give people the Power to be You! 

The team today consists of multi-lingual Technical Support team, a Repair Coordinator and Order Management. The role of the team is to be the single point of contact for the processing of orders and aftercare. Currently we provide 1st line support directly to users in Sweden, Norway and UK. In our other markets, we are 2nd line support to our reseller teams. Our team covers Europe, Middle East, Latin America, Africa and Asia.

In this position you would report to our global VP Customer Relations and your team works in cooperation with our Technical Support and Customer Service teams in US and China. 

This role is located in Stockholm and will require some international traveling.  

Your main responsibilities would include: 

  • Be the main interface to our Operations organizations in Stockholm and Pittsburgh to ensure efficient handling of orders 
  • Build and maintain good relationships with our resellers 
  • Strategic planning for the Customer Service, Support and Order Management team and our social media activity to drive customer satisfaction. To achieve this, you engage with other Tobii teams and our resellers to understand service and support needs. 
  • Make sure we have effective and working tools and set requirements for order handling, customer service and support processes in our CRM and ERP systems to meet changing business requirements. You and your team are responsible for documentation related to these processes. 
  • Make sure your team has the knowledge they require for all existing and new products and that the feedback loop to product management and RnD is working
  • Managing and coaching your team 
  • Monthly reporting to stakeholders within the company and aligning global key performance indicators with our US Customer Support manager 
  • Participate in the development of departmental budgets, forecasts, and expense reviews 

Who is that perfect match?

We are looking for someone with a passion for great customer service! You should also be a team player that likes to be in the center of where everything happens. 

You probably have several years of experience in similar customer and/or technical support functions towards resellers and consumers where you have proven your management experience - you thrive in seeing your team members grow and develop!

To enjoy working in this team you also need strong technical skills, as well as overall strong communication skills. You need to be fluent in both written and spoken English.

With our pace, you need to have a good balance between an operational and strategic approach.

Your computer skills are of course excellent and you have proven experience of ERP and CRM systems. Experience of Visma, SharePoint and Salesforce is a big plus. 

Please address your questions to Ulrica Wikström and submit your resume through our website as soon as possible, don't wait! At Tobii, we move quickly! 

Tobii Life 

Working at Tobii is like being in the heart of innovation. Here you get to work on cool creative projects, together with passionate colleagues from all around the world. Our technology brings a voice to people with speech impairments, it helps us understand human behavior and it is revolutionizing the way we interact with technology. Life is short so we choose to spend it building high tech products that matters! 

If you want to build a company rather than just work for one. If you take pride in honest hard work and want to perform freely in an open environment where you can be yourself, you will feel right at home.  

It’s all about passion, innovation and making things real. 

Watch this video if you want to learn more about us. 


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