FOSS Customer & Sales Support (CSS)

Headquartered in Hilleroed, Denmark, FOSS is an international family-owned company providing analytical equipment that helps to improve production processes and product quality in food, agricultural and other industries.


CSS Academy Manager


At FOSS, we are driven by a strong sense of purpose, and we hope you are too.

Headquartered in Hillerød, Denmark, FOSS is an international family-owned company providing analytical equipment that helps to improve production processes and product quality in food, agricultural and other industries.

A rapidly growing world population means that the global food production will have to increase by 60% by 2030 to meet demand. We want to continue to come up with smarter ways to make the best and most sustainable use of agricultural resources. Around 80% of grain and 85% of milk traded on the world market is analyzed on a FOSS instrument, so improvements and developments we make can truly make a global difference.

 

FOSS Customer & Sales Support

Global Support is a part of FOSS Customer and Sales Support (CSS) - a global service organization reaching across 28 countries worldwide with more than 350 engineers and application specialists providing fast and efficient support for FOSS instrument solutions.

 

The job

The CSS Academy is a newly established function in Global Support with the purpose to provide our 300 field service engineers in CSS with the technical training, documentation and knowledge tools they need to maintain, repair and solve customer problems on-site more quickly.

Reporting to the VP for Global Support, you will be responsible for building the academy function. This includes developing and implementing the strategy for the future training and documentation solutions, building the team as well as leading on-going initiatives such as LMS implementation, CRM knowledge base and customer self-service documentation for new products.   

Your daily work place will be FOSS Innovation Centre, Hillerød, Denmark, with frequent domestic & overseas travels to our global sales and service subsidiaries, relevant conferences, distributors and customer locations. You can expect on average 30-50 travel days per year.

 

Primary tasks

  • Establish the academy function and a global team of technical writers, publishers and global trainers. Estimated size is 5 FTE during 2019.
  • Develop the academy strategy and roadmap defining new documentation and learning solutions that improves the customer experience and service business efficiency & profitability
  • Develop the core processes and standards for our documentation and training and oversee compliance
  • Ensure training plans and programs are aligned with strategic plans, new product launches and other FOSS training initiatives such as global onboarding programs
  • Develop a feedback loop from product management, technical support, global field service engineers and analyze feedback to continuously improve training and documentation
  • Develop, monitor & report on KPI's to drive ROI for knowledge-related initiatives

 

Qualifications

The key to your success is your ability to develop the strategy and a clear roadmap for the academy function and based on this, building the academy function required for the implementation. This includes ensuring the right resources, competences, structures and processes for the future.  

You ideally hold a relevant academic degree enabling you to analyze and access complex matters and develop informed strategies and business cases that improves performance in CSS. 

We imagine you have min. 5+ years of experience in a training & development capacity and experience creating engaging training and technical documentation solutions for engineers on a global scale.

You come with min. 5 years people management experience and the ability to create a high performance international team that follows your vision and creates tangible results for the business.

 

Skills

To be successful in this role, you have to be able to navigate a large complex organization and establish strong relationships with stakeholders in R&D, Marketing, Sales and Service and senior leadership.

You “walk the talk” by having a positive outlook, demonstrating and communicating clear ownership down the line in order to ensure the proper execution of the academy strategy.

You enjoy making data-driven decisions and you are an excellent problem-solver with great presentation and communication skills. Technical writing and – training experience is a strong plus.

 

We offer

As CSS Academy is a new function, you will get the chance to shape this new position as you go. You will be taking on a challenging job in an international and innovative organization: we are market leaders within our field and very proud of the results we deliver.

At FOSS, we value our employees and believe in cooperation, in straightforward communication and in setting clear objectives to achieve our goals. You can expect to enter a great working place where you can bring your ideas to the table and make a real difference, and where work-life balance and flexibility are valued.

 

Application

Send your application using the link below. We evaluate applications on an ongoing basis, so we encourage you to apply as soon as possible.

If you have any questions regarding the position, please contact VP of Global Support, Kathrine Christensen, at KACH@foss.dk.

All applications for vacant positions will be welcomed and considered on the relative merits of the applicant against the role profile for the position regardless of race, nationality, ethnic origin, gender, sexual orientation, marital status, disability, family status, age, or religion.

 

FOSS

FOSS is the world’s leading producer of innovative analytical instruments that monitor and control food quality. We provide solutions that improve customers’ business by running a sustainable and profitable operation while helping deliver high quality products for consumers.

We live in a world with a fast growing population and to meet the growing demand for food, the global food production will have to increase by 60 per cent by 2050. The world’s population is becoming wealthier and the global middle class is growing, which create new food demands. This means the food producers need to find smarter ways to make the best use of our valuable resources and to eliminate food waste. At FOSS, we have the know-how to help companies address these global trends and turn them into opportunities – in a way where sustainability and good business go hand in hand.

The family-owned FOSS Company was founded in 1956. FOSS headquarters are based in Hillerød, Denmark and development and production takes place in Denmark and China. FOSS products are marketed and sold through a global network of sales subsidiaries in 30 countries. FOSS employs around 1,400 highly qualified employees worldwide.

 
 

Send application ]   [ Print ]   [ Send to a friend ]
Region:
Region Hovedstaden

Job type:
Permanent

Working hours:
Full-time

Working days:
Day

Location:
Hillerød, Denmark

[ Send application ]

Contacts:
Kathrine Christensen
Telephone: +45 4820 8365

Company homepage:
http://www.foss.dk