Technical Support Manager

Technical Support Manager

We are looking for a Technical Support Manager to establish and lead a new global technical support function for mechanical and electrical systems across ROCKWOOL's factories.

In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.

The role sits in Group Operational Excellence (OPEX) - ROCKWOOL's centre of excellence for improvement capabilities. You will be part of the OPEX leadership team for Quality, Continuous Improvement, Maintenance and factory support.

The Group Operational Excellence team is a global team and brings together more than 45 experienced specialists and project managers who work closely with our factories to drive improvements and provide reliable support. We take pride in being a trusted partner for our factories and we measure ourselves on the tangible results we deliver together.

What will you be doing:

This is a newly created role, where you will define the strategy, build the setup and lead the daily operations of 24/7 technical support and incident management. Your mission will be to minimise downtime, increase reliability and ensure that all support activities follow ROCKWOOL standards.

This position offers a unique opportunity to build a new function from the ground up and shape strategy, setup and ways of working. You will play a key role, with direct impact on factory reliability and performance across ROCKWOOL.

Responsibilities on this position include:

• Building and leading the new technical support function and define vision, service catalogue and support model.
• Ensuring 24/7 technical support and effective incident management for mechanical and electrical systems.
• Securing structured ramp-up/aftercare for new projects and implementations.
• Ensuring compliance with ROCKWOOL standards, machine safety and technical requirements.
• Managing external vendors and SLAs to secure timely, high-quality support.
• Setting up and continuously improving support processes, tools and self-service offerings.
• Capturing learnings and provide feedback to Group Development and Group Technology to improve existing and new technologies.
• Ability to travel up to 30 days per year.

What you bring:

• Solid experience with building and operating a technical support setup for a global manufacturing company,
• Experience with mechanical and/or electrical systems and IT/OT environments (automation/PLC/SCADA is an advantage),
• Proven leadership experience,
• Strong skills in incident management, problem solving and data-driven root cause analysis,
• Experience with vendor/SLA management and follow-up,
• Strong communication, stakeholder management and customer service mindset,
• Relevant technical degree (e.g. Mechanical, Electrical, Automation, Industrial Engineering, IT/OT) or equivalent experience,
• Intermediate level of English.

What we offer:

By joining our team, you become a part of the people-centric work environment of a Danish company. We offer you a competitive salary, permanent contract after the probation period, development package, team building events, activity-based office in Poznan's city center in the new prestigious office building – Nowy Rynek. The building is recognized as a building without barriers, which means that it is fully adapted to the needs of people with disabilities.

Our compensation package on employment contracts includes:

• An office-first approach: home office is available up to 2 days per week
• Adaptable Hours: start your workday anytime between 7:00 AM and 9:00 AM
• Home office subsidy;
• Private Medical Care
• Multikafeteria MyBenefit
• Wellbeing program
• Extra Day Off for voluntary activities

… and while in the office you can also use modern office space with beautiful view and high standard furniture, bicycle parking facilities & showers, chill-out rooms with PlayStation, football table, pool table, board games, subsidized canteen.

Interested? If you see yourself in this role, we kindly invite you to apply with CV written in English.

Who are we? We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with more than 12,200 employees, located in 40+ countries with 51 manufacturing facilities… all focused on one common purpose – to release the natural power of stone to enrich modern living.

Sustainability is central to our business strategy. ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDGs) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water. Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the ROCKWOOL Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.

Diverse and Inclusive Culture We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.

At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as "The ROCKWOOL Way". This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency.