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

August 9, 2021

Want to redefine how entire industries work by leveraging IoT, Smart Manufacturing and Industry 4.0? Would you like to be part of the success of a digital solution which will revolutionize manufacturing process to improve shopfloor performance? If your answer is a big yes, you should continue reading!

With HQ in Berlin, FactoryPal is a recently established corporate Start-Up – with additional locations in Porto/Portugal, Green Bay/USA and Lucca/Italy. The new venture is 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 how manufacturing employees do their job.

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!

Responsibilities

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 Service & Support Manager and closely interact with all teams of the FactoryPal organization, which deliver our SaaS solution to the customer, namely Machine Connectivity, Application Engineering, Data Science, Device Management and Consulting but also external stakeholders - esp. Customer IT/OT teams and Machine OEMs. You 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 ensure this by constantly developing and improving processes and tools.

  • You ensure that customers and employees of FactoryPal receive excellent technical service & support.
  • You manage virtual technical teams to assess and resolve technical issues regarding 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 apply incident logs to examine incidents and establish processes to help prevent or minimize similar problems from arising again.
  • You develop 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 24x7 IT support teams and stakeholders above to implement processes and procedures across FactoryPal.

Qualifications

  • You have a bachelor or master degree in Computer Science, Business Administration, Engineering or a related field
  • You have effectively built and managed incident management processes for more than 5 years in the industrial sector - ideally with a bias towards machine-centric IT/OT operations.
  • 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 ranging from Service Desk operators to Development engineers to Field Service PLC technicians.
  • 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.
  • Your English is fluent and you speak at least one other European language.

What we offer

  • 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
  • Offices in prime working locations and technology hotspots such as Berlin and Porto
  • Hands-On shopfloor experience in the manufacturing environment with travel opportunities - local and global
  • An agile, inspiring, multi-cultural, multi-disciplinary and innovative work environment
  • A competitive salary & benefits package - incl. 33 days vacation (Germany) and dedicated training budget
Interested? Contact us in English at
careers@factorypal.com