Service Manager and Team Lead

**ABOUT ORTEC**ORTEC is the world’s largest supplier of optimization software, advanced analytics and consultingservices. For over 40 years, we have helped more than 1,200 leading companies optimize supply chainsthrough fleet routing and dispatch, vehicle and pallet loading, workforce scheduling, delivery forecastingand network planning. We make our customer’s business more efficient, more predictable, and moreeffective by turning complex challenges into easy-to-use solutions.We are a purpose driven company with ambitious, highly skilled people and an academic culture that weare proud of. We use our passion for mathematics to optimize organizations and, with every mathematical optimization and analytics solution we implement, we make the world a little better.Our employees are recognized as the driving force behind our success. They usually have a master’s orbachelor’s degree, a strongly developed talent for analytical thinking and a drive to identify and solvecomplex problems. ORTEC’s culture is open and informal, driven to promote collaboration and providesignificant ownership and responsibility throughout your career.We offer a pleasant and challenging work environment where employees are encouraged to drive theirpersonal development. We believe it is important our employees get the opportunity to bring out the bestin themselves while maintaining a good work-life balance. Our growth and success can only be achieved through happy employees.***ORTEC is hiring for the dual role of Service Manager and Team Lead for our team in Rio de Janeiro,Brazil. We are looking to build out and expand the local team. The team will become an integral team partof the global support team, which supports leading companies worldwide, especially in the supply chainand logistics industry. It will be your role to manage all stakeholders, both internally and externally, and totrain the support team to be able to provide excellent support. We are looking for someone who’s a bigthinker and up for a challenge to realize this growth.As Service Manager, you will be the primary escalation point of contact for our customers, handlingcustomer service interactions, and overseeing all support activities. You will ensure the team providesexcellent customer service and maintains strong relationships with customers. You will be monitoringhandled request and prepare and present performance reports regularly to leadership.As Team Lead Customer Support, you’ll be overseeing a team of support consultants. You will managethe day-to-day activities of the team, standardize processes to ensure quality and customer satisfaction,and monitor the team’s performance. Furthermore, you will motivate team members, support in personaldevelopment, and monitor progress towards ORTEC company goals.**ESSENTIAL DUTIES & RESPONSIBILITIES****Service Manager**:- Serve as primary escalation point for customers:- Report escalations or important situations to management and further escalate if need be- Oversee all support activities and requests across our customer base:- Attend priority and escalation calls.conversations.- Pro-actively communicate with customers to track and improve customer satisfaction.- Regularly receive updates from Project and Account Managers.- Prepare and present required periodical overviews / KPI’s to management.- Ensure that support process adheres to ORTEC standard operating procedures:- Ensure customers in your region properly use ORTEC Customer Portal.- Standardize processes to decrease average solve time for tickets and minimize thenumber of incoming tickets.- Maintain customer information and update database (Customer Page, configuration,changes, licenses, etc.).- Ensure all requests are handled according to our SLA’s.- Decide on moving customers to support desk and guide customer in this process.**Team Lead**:- Supervise the support team, manage day-to-day activities to ensure successful operations.- Ensure the support team is aware off and adheres to ORTEC standard operating procedures.- Support the team, build relationships, and create a pleasant work environment that inspires theteam.- Empower team members with skills to improve their confidence, product knowledge, andcommunication skills.- Collaborate and align with other colleagues (team leads / project managers / operationalmanagers) to ensure continuity of operations and minimum service disruption for customers.- Monitor team performance and KPI’s.- Conduct quarterly performance reviews.- Support HR with recruitment activities.**WHO YOU ARE**To perform this job successfully, you must be able to perform each essential duty. The requirementslisted below are representative of the knowledge, skills, and abilities required.**Education and/or Experience**:- Bachelor’s or master’s degree in relevant field (preferably IT related)- 3+ years of experience in managing customers and/