After Sales Manager

About SGL

At SGL, we do not just grow grass; we help grounds teams create the perfect pitch for the world’s biggest sports stadiums. Since developing our revolutionary turf optimisation system in 2002, we have become the market leader in sports turf technology, supporting grounds teams in over 600 stadiums worldwide. Our technology helps the teams responsible for the quality of the playing surface grow and maintain world-class turf. We do this through innovations such as high-tech grow lighting systems, smart data monitoring tools, and sustainable grass disease management solutions, such as our autonomous UVC robot. With an international team of more than 70 passionate specialists, we continue to push the boundaries of professional sports turf innovation.

Your role

We are seeking an experienced and visionary After Sales Support Manager to lead our post-sales service department for both digital and hardware products. For the digital products, you are responsible for the software platforms and connected products. This role will oversee the full customer lifecycle experience after purchase, ensuring seamless digital service delivery, connectivity uptime, and customer satisfaction. You will be working with 2 digital colleagues. These colleagues are responsible for 1st line support and will be responsible to help customers, by engaging with 2nd line and 3rd line support. 

In addition to the digital products, this position will oversee the Service Manager responsible for hardware products like lighting units and UVC robots, including ensuring alignment between digital and hardware support functions and delivering a unified, high-quality customer experience across all product lines. You will work closely on this responsibility with the service manager, service coordinators, service administration, and service technicians.

Key responsibilities

• Develop and execute the global after-sales service strategy for digital and hardware products.
• Oversee the integration of hardware and digital service operations to deliver a cohesive customer experience.
• Lead continuous improvement initiatives using service analytics, customer feedback, and performance KPIs.
• Manage and mentor your colleagues which are part of the After Sales support team. 
• Define SLAs, escalation procedures, and service quality metrics for both digital and hardware products.
• Collaborate with the Product team (Engineering), and Sales team to shape service requirements and provide input for improvements.
• Ensure effective coordination between customer support (digital and hardware), field service engineers, and the software team.
• Oversee digital tools for ticketing, remote diagnostics, and predictive maintenance.
• Ensure a customer-centric approach in all service processes.
• Handle major incident resolution and act as the escalation point for complex customer issues.
• Use analytics to monitor service performance and drive data-driven decisions
• Produce regular reports on service KPIs, uptime, and customer satisfaction.
• Manage service budgets and cost optimisation without compromising customer satisfaction.

Your profile

We are looking for a team player who brings real value to our team team. Our work culture is open, informal, and friendly—even when working under tight deadlines. We need someone who is proactive, adaptable, and has a practical and pragmatic mindset, with a passion for technology and/or sports.

Your qualifications

• Bachelor’s or Master’s degree in Engineering, IT, Business Administration, or related field.
• 7+ years of experience in after-sales, customer support, or service operations roles, including digital product or SaaS environment experience.
• Proven track record managing cross-functional service teams and/or subordinate managers.
• Strong understanding of digital platforms, cloud services, and connected device ecosystems.
• Experience in service transformation, automation, or digitalisation projects.
• You are communicative and have a command of both the Dutch and English languages.

What we offer

At SGL, you’ll join an ambitious team in a dynamic international work environment, developing innovative and unique products used worldwide. This is a role with high responsibility, room for personal growth, and a great working atmosphere.

Our benefits

• A challenging international working environment. 
• A versatile role in a young and ambitious team.
• Plenty of responsibility, initiative.
• A competitive salary.
• Bonus structure; the amount is determined based on your personal goals. A standard score of 7 corresponds to a 9% bonus, provided that the company objectives are met.
• 25 vacation days per year.
• Pension scheme.
• Travel allowance (23ct per km)
• Telephone allowance.
• Home office allowance.
• Work-related training courses to develop skills.
• Healthy work-life balance. Corporate fitness program.
• Fun and team-oriented environment. Hackathons, padel matches, dinners, visiting football games.

We strongly value personal development, and you will have the opportunity to take job-related training to improve your skills and help elevate our the team.

And of course, work should also be enjoyable! That’s why we have fun traditions like ‘Patatdag’ on Fridays, plus regular team bonding activities. Each department receives a budget for team events, so whether it’s a hackathon, a padel match, a dinner, or a football game, you’ll have plenty of opportunities to connect with your colleagues.

Would you like more information? Please contact Diederick at 06 103 050 94

Interested? Leave us a message by filling in the form below or emailing us at hiring@sglsystem.com. We will get back to you as soon as possible.

Acquisition in response to this job posting is not appreciated.