Cleveron is a global leader in robotics and locker automated parcel machine (APM) solutions, with a service presence in over 50 countries. Our mission is to create and implement efficient systems that make logistics smarter, faster, and more sustainable.
Cleveron’s Service Mission is to provide sustainable, best-in-class service, meaning service is driven by tickets being resolved with agreed service levels, preventing any tickets from becoming “aged,” addressing issues correctly on the first attempt, and completing installations promptly to the highest quality standards.
To ensure ongoing improvement in service levels and customer perception, we are seeking a
Head of Service & Support.
At Cleveron, we are deeply dedicated to our work and the innovative products we create. As Head of Service and Support, you will have a unique opportunity to shape how we support our customers and partners all over the world – ensuring they receive exceptional service throughout the entire lifecycle of our solutions.
We are looking for a leader with experience in managing international service operations and building high-performing, customer-focused teams. Your work will be key to strengthening our global service network and making sure that Cleveron’s innovative products deliver lasting value to our clients, wherever they are.
If you are passionate about creating outstanding customer experiences and driving service excellence on a global scale – welcome to Cleveron!
Looking forward to meeting you,
Per Klavsen, CEO of Cleveron
The Role:
This role will challenge you to optimize service delivery with a team of 25, you´ll nurture international partnerships, and drive excellence across a high-performing team.
Key Responsibilities:
- Development and implementation of strategy and roadmap for Cleveron’s Service function to achieve its stated mission of providing sustainable best-in-class service.
- Ensuring that the Service function has a clear view on the SLA targets and service metrics and exceeds the expectations of our customers by delivering best-in-class service.
- Management of 3rd party suppliers across multiple countries, ensuring that they are held accountable to deliver the high levels of service which our customers require, and finding alternative suppliers or models where the service is not meeting the business needs.
- Management, development, and mentoring of service and support team, fostering a high-performance culture that excels in customer satisfaction and operational excellence.
- Implementation of a continuous improvement culture, whereby established processes are robustly challenged to drive enhanced efficiency and effectiveness of the service business.
- Proactively and collaboratively work with the Sales team to develop and enhance our service offerings, identifying growth opportunities and increasing the value we deliver to clients.
- Act as a service champion for our customers, deeply understanding their needs and translating feedback into service improvements and new offerings.
- Proactively and collaboratively work with our hardware and software development teams to ensure that all new products are designed to have a low total cost of ownership by being easy to install, having low failure rates, and being easy to service.
- Analyze service data and reporting metrics, using insights to drive business improvements and strategic decision-making.
- Effectively communicate with team members and stakeholders, ensuring transparency and clarity in all interactions.
You will stand out to us if you have:
- At least 5 years in a leading service/support role managing the service of an international fleet of complex hardware equipment.
- Management of a service team of 25+ employees.
- Strong P&L experience and understanding of financial reporting.
- Proven experience in managing third-party service partners across multiple countries.
- Cultural awareness and ability to adapt style to managing customer and supplier relationships.
- Proven experience in negotiating service contracts and achieving positive outcomes for the business.
- Strong commercial insight, with the ability to innovate and scale service offerings.
- Ability to interpret data, manage metrics, and apply insights to enhance service delivery and business outcomes.
- Committed to understanding and improving customer experiences, with a proactive approach to feedback and problem-solving.
- Fluency in both Estonian and English languages.
Why be part of our journey?
Cleveron has achieved remarkable success in selling APM products across more than 50 countries over the past decade. We have built a strong and growing customer base, including major global retail companies.
The global parcel locker market and demand for Click & Collect solutions are expected to grow at double-digit rates. Cleveron stands at the forefront with the most advanced product portfolio, being the only provider of robotic parcel lockers.
We are at the beginning of a new growth phase, backed by a team of top professionals dedicated to execution and innovation.
Seize this exceptional opportunity to play a pivotal role in shaping Cleveron’s service delivery and contributing to our mission of redefining global logistics solutions. A visionary, innovation-driven company that values excellence awaits your expertise and rewards top-tier performance.
Location:
We have two offices: one in Viljandi, at Reinu tee 48, and the other in Tallinn, at Valukoja 8, Ülemiste City. We would like to understand your willingness to relocate or work primarily from Viljandi (at least 2 to 3 days per week).
Interested? What´ s next?
If you feel that the offer from Cleveron AS resonates with you and aligns with your current pursuits and future plans, don’t hesitate to reach out. Call or write to learn more about the company and the role!
We’ll gladly provide you with information and help you move closer to deciding to apply.
