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support engineer (tech lead)

DEPARTMENT
GLOBAL HQ,INFORMATION TECHNOLOGY
LOCATION
AMSTERDAM,NETHERLANDS
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Position Description

Support Engineer – Tech Lead

PVH Europe is on a mission to redefine the fashion industry by driving full digitization along the company’s entire value chain, from product design all the way to the end-consumer.

Technology is at the heart of this and our Tech team aims to become a driving force in the organization for technology strategies & tools that create ever-increasing value for the end-user, be it the PVH organization, the employees, our customers or consumers.

We are looking for an enthusiastic Support Engineer as part of the Tech Support Team who can take the Tech Lead role and bring the service for PVH Europe associates to the next level. Customer Experience is key in all of our support processes. We are striving to maximize self-service and our tool stack is subject to continuous improvement. You will a Tech Lead in the Support Team so collaboration with different stakeholders, maintaining a healthy relationship with our end-users, and seeing the bigger picture is key.

You are:

  • Curious about technology and eager to help teams
  • Service-driven and solution-oriented
  • Empathically and socially skilled
  • An agile team player with a user-centric approach
  • Confident to propose your ideas but willing and eager to learn from your peers
  • Fluent in English, both verbal and written

You will:

  • Support our campus colleagues through multiple contact channels
  • Take ownership of incidents through their lifecycle performing the root cause analysis and bringing meaningful optimization solutions
  • Nurture and shape the relationship with our end-users and drive an exceptional service experience
  • Drive the self-service programs, from user education to customer journey hackathons
  • Collaborate with a variety of subject matter experts and stakeholders in the different levels
  • Continuously analyze and improve the team’s knowledge base and performance
  • Advice business on necessary tools to improve campus and people performance
  • Work shifts through the week and weekend

Position Requirements

You have:

  • A strong background in tech support and customer services
  • Experience working in a dynamic environment where customer satisfaction drives success
  • Knowledge of iOS, MacOS and Windows
  • Knowledge of Topdesk, Jira or other registration and incident handling tools
  • Knowledge of remote controlling solutions.
  • Knowledge of applications and hardware generally used in either office environments and
  • Knowledge of networking infrastructures
  • The ability to adapt to the fast-paced "way of working" which is needed to drive
  • excellence
  • The ability to work in a structured and standardized fashion, but you also have the
  • ambition to be innovative in optimizing the administration and service levels

Cherries on top:

  • Experience with Lean, Agile and/or ITIL methodology
  • Experience with new methodologies like Design Thinking

We have:

  • A unique opportunity to build the support of the future for PVH Europe, leveraging the
  • latest technologies to ensure our technology infrastructure and support benchmark
  • examples in the world
  • Room to optimize current store support processes to sustainable and smart support and services
  • Plenty of opportunity to make the role your own, to be entrepreneurial
  • Dedicated people managers to stimulate talent development
  • Competitive benefits
  • State-of-the-art campus facilities will all-you-can eat lunches