Global Service Operations & Technical Support Lead

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo is leading the transformation of the security business through digitalization and connectivity for the continuous development of smart entrance control and safe storage solutions.
If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organization this is the opportunity for you. Gunnebo is small enough to see your ideas come true, and big enough to realize your career goals.
Our global service team is looking for a
Service Operations and Technical Support Lead
to join our Entrance Control team to drive service operations excellence. Position location in Europe
(preferably, but not limited to Italy, Czech, UK)
or US with hybrid working possible and a requirement and ability to travel. This person will possess strong communication, relationship building and problem-solving skills and will be a key member of the service organization. This role has direct reports that will be located across multiple sites.
What you will do:
You will be responsible for developing and deploying our service field operations excellence and technical support models globally, in strong collaboration with our local service teams. Specific areas of responsibility include:
Global technical support model for installation and maintenance when escalations beyond local support are needed. Global technical support escalation model ownership.
Enhancement and deployment of the technician capability model and increasing transparency of support capabilities across markets.
Leading the Global technical support engineer team.
Upcoming remote and predictive service processes on the field.
Planning and execution of trainings for technicians and technical experts (Gunnebo sales companies, Gunnebo Partner Network, key subcontractors) with your team.
Building a strong cross-border technical support community and documentation inventory.
Engaging across markets and functions for aligned development – e.g. identification of suitable partners for technical support with local teams, engaging with HR on the competence framework, facilitating sharing of locally documented technical tips and tricks.
Supporting product testing and development, working closely with R&D and NPD.
What you need to have:
Passion to work in a start-up like environment where your ideas get heard and moving fast forward is possible - but often also dependent on your drive, perseverance and collaboration skills to progress agreed on priorities. You are able to prioritize amidst several opportunities and quickly take the first steps to concretize the plans.
Business development mindset – you feel comfortable in ideating new ways of working and keeping your eyes and ears open for best practices from different markets.
Experience from service operations and/or technical support provision and development, preferably within the building technology context (e.g. Entrance Control, Electro/Mechanical Field Service, CCTV, Access Control).
Experienced in delivering training, either personally or through team/provider to field technicians.
Track record in deployment of new ways of working.
Ability to communicate passionately, collaborate and rally others around you.
Interest in technology and passion for the built world.
Experience of having lead teams in a matrix environment, is desired.
Why join us:
We offer a truly great place to work - but don’t take our word for it, our own team have said the following:
No micromanaging, “technicians are trusted”
“Our technicians have good tools and vehicles; I feel like I can do my job”
“Low hierarchy, I feel I can voice out things I like to discuss”
“I get support from my manager”
“We have good team spirit, we support each other – my friends working elsewhere have told me, "You just want to switch your phone off after hours. I always keep mine on if my teammate needs support, that’s how we do things.”
Are you passionate about sustainability, innovation, safety and collaboration? Our employees have ideas on how to build a safer and more sustainable tomorrow and the drive and passion to realize them. Our attention to societal trends, and our ability to translate these into business opportunities, alongside our dedication to customers, sustainability and digitalization have earned us a place among the leading companies in our industry. We believe that building long-term relationships and integrity are keys to success. Performance driven by a forward-thinking attitude, passionate teamwork, and the strong will to continuously learn. If that describes you, we will gladly make way for your ambitions. From day one we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, and diverse and pro-active working environment.
At Gunnebo, we have a bigger mission, we are working For a Safer World.
About Gunnebo Group
The Gunnebo Group is a global leader in security offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses Gunnebo Entrance Control and Gunnebo Safe Storage we offer solutions to customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking. We operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities to serve customers in over 100 markets. Together we create a safer world.
Gunnebo Entrance Control
specializes in access control solutions enabling customers increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a store, an entertainment area, an industrial area and public transport. We shape the future of people flow management.
Gunnebo Entrance Control proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.