Syncron is a leading SaaS company with over 20 years of experience, specializing in aftermarket solutions. Our Service Lifecycle Management Platform offers domain-fit solutions for:

• Supply Chain optimization,

• Pricing strategy,

• Service Fulfillment (e.g. warranty management, field service management, service parts management, knowledge management).

Our company has a global presence with offices in US, UK, Germany, France, Italy, Japan, Poland, India and group headquarters in Sweden.

We build upon the belief that our greatest strength is our People. Our unique company culture has been appreciated by our Employees.

With this we are winning the hearts and minds of world-leading organizations, such as JCB, Kubota, Electrolux, Toyota, Renault and Hitachi.

About the role

The Resolution Manager will be responsible for managing high-severity customer escalations and critical incidents. You would act as the single point of ownership during customer-impacting situations, driving cross-functional alignment between Support, Engineering, Product, DevOps, and Leadership to ensure timely resolution, transparent communication, and long-term preventive improvements.

This role requires strong crisis management skills, executive-level communication, and the ability to operate under pressure while maintaining customer trust and internal accountability. The candidate should have strong communication skills and knowledge in the SaaS/ SLM platform. Hands on experience in SQL and exposure and experience in handling MIM (major incident management) will be an added advantage.

What would you do?

• Own end-to-end management of critical (P1/P0) customer / account escalations and major incidents

• Serve as the central command lead coordinating Support, Engineering, Product, SRE/DevOps, and other stakeholders

• Ensure rapid triage, impact assessment, prioritization, and resolution of escalated issues

• Deliver clear, timely, and executive-ready updates to VPs, SVPs, and CXOs during critical events

• Support Customer Success, Account Management, and Support leaders in handling sensitive customer conversations

• Maintain confidence and transparency with customers during high-impact scenarios.

• Define, implement, and optimize escalation frameworks, severity definitions, and communication protocols.

Who you are? / What we expect:

You are an awesome colleague, always see the possibilities and accept challenges to grow your horizon.

• The candidate should have completed & passed your Bachelor’s Degree preferably in Computer Science.

• Worked a minimum of 3 years in handling major incident management (MIM) preferably in Supply Chain AND/OR Pricing Management AND/OR after-sales service lifecycle environment

• The candidate should be interested in leveraging Information Technology to achieve business objectives & take accountability for your customer’s needs and aim to deliver best results for your clients.

• The candidate should be able to fluently communicate in business English in person or writing and also have a structured work approach and stick to your goals

Unsure if you meet all the job requirements but passionate about the role? Apply anyway! Syncron values diversity and welcomes all Candidates, even those with non-traditional backgrounds. We believe in transferable skills and a shared passion for success!

We offer:

Unsure if you meet all the job requirements but passionate about the role? Apply anyway! Syncron values diversity and welcomes all Candidates, even those with non-traditional backgrounds. We believe in transferable skills and a shared passion for success!

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