Factory Pal

Incident Manager/ Support Specialist (m/f/d) (Porto)

Want to redefine how entire industries work by leveraging IoT, Smart Manufacturing and Industry 4.0? Join us and be part of the success of a digital solution which will revolutionize manufacturing process to improve shopfloor performance!

With HQ in Berlin, FactoryPal is a corporate Start-Up, poised to become the leading end-to-end IoT solution for machine efficiency and equipment effectiveness. The digitally enabled solution is not just completely reshaping how companies produce and elevate their efficiency levels, but at the same time is fundamentally augmenting the way manufacturing employees do their jobs.

We are data scientists, engineers, designers, IIoT experts, product managers, and manufacturing operations consultants. We are a team, united by our shared ambition: revolutionize manufacturing and transform the way it is done to ensure smooth operations. 

Become part of an amazing journey and successfully accompany our customers in their Digital Factory efforts! 

Your Role & Key Responsibilities

Joining our Customer Service & Support team you are responsible for managing and leading incidents through their entire lifecycle and take the lead on all related interactions between FactoryPal customers and the FactoryPal team. You report to the VP Customer Success and closely interact with all teams of the FactoryPal organization, which deliver our SaaS solution to the customer as well as with Customer IT/OT and shopfloor teams. You help to build and run the respective processes of FactoryPal and thereby provide outstanding support to FactoryPal's customers, while incidents are resolved in a timely and effective manner. You will ensure this by constantly developing and improving processes and tools.

• You ensure that customers and employees of FactoryPal receive excellent technical service & support.
• You coordinate with technical teams to assess and resolve technical issues in our solution.
• You orchestrate responses to technical issues and keep stakeholders informed about the status.
• You keep a log of incidents to keep track of issues, ensure final resolution and derive lessons learned.
• You actively use the incident logs to examine incidents and establish processes to help prevent or minimize similar problems from arising again.
• You develop & improve processes, procedures, and policies by which the technical service & support team will operate, and which will be applied to drive highest quality standards in incident response & resolution.
• You will train teams and stakeholders to implement processes and procedures across FactoryPal.

Your Experience & Key Skills

• You have a bachelor's or master's degree in computer science, Business Administration, Engineering or a related field
• You have experience in an international Customer Service & Support setup
• You have a strong track record and hands-on attitude in building and sustaining incident management processes, which are thoroughly documented, consistently audited, and continuously improved
• You are used to manage and lead distributed virtual teams around incident management processes
• You combine B2B industry acumen in the production operations space with IT services know-how
• You easily coordinate and manage stakeholders, including your team, customers, and other stakeholders in the process
• You apply mediation & conflict resolution techniques, esp. in tough situations and if under pressure
• You easily apply Office productivity and communication tools such as Office 365, Slack, and Miro – knowledge of Jira Service Management is a plus
• Knowledge of programming languages is a plus
• Certification/knowledge about ITIL framework is a plus
• Your English is fluent, and you speak at least one other European language.

What You Get

• Opportunity to work in a well-funded corporate Start-Up with a competitive advantage derived from market access of our mother company Körber
• Exposure to the hottest IT technologies, like AI/ML, Cloud and Industrial IoT
• Challenging role with lots of opportunities to grow fast & steadily - as an expert and as an entrepreneur
• Development opportunity in a group of professionals, who joined from top tier start-up, industry and consulting companies and an education from top tier universities
• Our inspiring Porto office that serves as technology hub for the entire Körber group
• An agile, inspiring, multi-cultural, multi-disciplinary and innovative work environment with great colleagues
• A competitive salary & benefits package and dedicated training budget

--------------------------