In short

We are seeking a highly motivated and dedicated individual to join our team as a Digital Color Test and Support Manager. In this crucial role, you will play a key part in enhancing our digital color solutions and elevating the customer experience. You will be responsible for implementing and overseeing the test and support strategy in the entire software development, deployment, and support lifecycle. Your role will involve managing a team of dedicated professionals and collaborating with cross-functional teams to ensure the delivery of high-quality software and outstanding customer support, all with the aim of driving our continuous growth in the digital realm.

Key Responsibilities

Test Strategy:

• Develop and implement a comprehensive software test strategy to ensure the quality and reliability of our products.
• Oversee test planning, execution, and reporting, identifying and resolving issues in a timely manner.

Support Strategy:

• Design and implement a customer support strategy, focusing on customer satisfaction, issue resolution, and continuous improvement.
• Set up and maintain a robust customer support process.

Team Management:

• Lead, mentor, and manage a team of software testers, support agents, and technical specialists.
• Provide guidance, training, and support to team members to ensure they meet performance and quality standards.

Testing and Quality Assurance:

• Establish and maintain quality control processes to verify the functionality and reliability of software products.
• Implement testing tools and methodologies to optimize the testing process.

Support and Issue Resolution:

• Oversee customer support operations, ensuring efficient and effective issue resolution.
• Handle complex or escalated customer issues and provide direction to support agents.

Documentation and Knowledge Management:

• Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, videos and best practices for both customers and support staff.

Reporting and Analysis:

• Gather and analyze data to assess the performance of the testing and support teams.
• Generate reports highlighting key performance indicators, customer feedback, and areas for improvement.

Customer Satisfaction:

• Implement customer satisfaction surveys and feedback mechanisms.
• Use feedback to identify areas for process improvement and customer satisfaction enhancement.

Cross-Functional Collaboration:

• Collaborate with other departments, such as product development, marketing, and sales, to communicate customer needs and resolve complex issues.

Regulatory Compliance:

• Ensure that support practices and interactions adhere to relevant industry regulations and standards.
• Enforce security protocols and policies to protect customer data and sensitive information.

What do you bring?

You are an autonomous professional, capable of navigating in a corporate environment; Have in depth knowledge of testing methodologies, tools and best practices; Proficiency with testing and support tools, such as ticketing systems, CRM and knowledge base software; Are an individual with an entrepreneurial mindset, you identify business opportunities and translate user pain into practical solutions. You possess strong leadership and team management skills, and have excellent communication skills, with the ability to present your ideas to management and stakeholders. Besides this:

Bachelor’s degree or higher in Computer Science, Information Technology, or a related field
Relevant experience (2-3 years) in Product Management, Business Analysis, or Consultancy. Strong leadership skills and experience in leading a team.
Excellent knowledge of current and upcoming technologies.
Strong analytical and problem-solving skills.

Become part of an outstanding company

AkzoNobel is consistently rated as one of the top employers in The Netherlands. You will join a company that is committed to achieving real sustainability.

At a personal level you will also benefit from:

• A competitive salary with an above average number of annual holidays.
• Participation in the AkzoNobel pension plan.
• Travel expenses to and from work.
• Opportunities for education that will help you to grow beyond this role.
• Hybrid way of working.

More information and how to apply

We welcome your online application via https://www.akzonobel.com/en/careers. Only online applications including resume will be considered. If you have any questions, please contact Marcel Thor, Talent Acquisition Partner. E-mail TalentResourcing.NL@akzonobel.com.

#LI-Hybrid