Global Operations and Support Manager

About Us

Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. The company is committed to the development, production, marketing and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Its products are used worldwide across a range of sectors including transport, construction, mining, materials handling and environmental services providers.

Founded in 1979, the company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. The Hyva Group encompasses more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, with more than 20,000 customers.

About The Role

The Global Operations and Support Manager is responsible for the global operations and support of our digital products. The successful candidate will co-ordinate regional teams to ensure all customer issues are handled in time and learnings are translated to organizational improvements. In this role, you will closely connect with various business functions in the company and drive further integration of digital product services into existing processes and systems.

Your key responsibilities will include but not limited to:

• Ensure the global availability our customer facing cloud applications and facilitate the roll out of new functionality
• Maintain and adapt global product support processes
• Drive global operations for our digital products (Hardware and software) by connecting to internal stakeholders and business functions
• Drive proactive and protection actions to ensure an optimum service level for customers (including but not limited to: buffer stock policy and any necessary contingency measure in collaboration with regional support teams and aftersales)
• Be on top of high-priority customer issues and ensure handling according to well established procedures
• Define and maintain a global support and operations roadmap to ensure our capabilities scale according to Machines in the Field
• Report on our global operations and support status by providing metrics and dashboards
• Liaise with customers, development teams and external partners on technical issues
• Provide leadership to the global product support and Cloud operations teams by setting goals and measuring progress
• Create and maintain support documentation including risk logs and customer manuals
• Stay up to date on new technologies and industry trends
• Highlight potential risks or malfunctions and act proactively to resolve issues
• Seek opportunities for improvement and suggest new projects

In this role you will be collaborating with various stakeholders (internally with Digital Product Development Manager, Digital System Engineering Manager, OBU Software Development Manager, Product Portfolio Manager; externally with External Development and operations teams, Customers using our Digital Platform) across the business including our Global functions teams in Netherlands & other parts of the world.

Our organization supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed.

About You

To be successful in this role you will have:

• Proven track record of leading a global operations team, preferably in IoT for B2B 
• Technical background to understand and support the needs of the global and local product support organizations
• Open minded, involved, team oriented, creative and agile personality is much appreciated
• Excellent organization and time management skills
• Ability to work with remote teams
• Excellent command of English, written and verbal
• Conflict resolution experience, and intercultural awareness

Language

Good written and spoken English is essential

Qualification / Education

• BS in Computer Science, IT, IS, or equivalent area of technical study.
• 7-10 years of relevant work experience

What We Offer

• We care about ecology and are truly sustainable. Not only for the environment but also for social resources.
• We have a highly dynamic and very international work environment.
• We have Great Place to Work certified countries!
• We provide a competitive salary which is adjusted on an annual basis in case of good performance.
• We work hybrid and care about your work-life balance.
• You will find nice extras such as various company activities during the year.

Diversity, Equity & Inclusion (DEI)

We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.