Service Delivery Coordinator (AutoStore)

Location: Must live in Greater Lisbon, Portugal. Work remotely from home until the new office near Parque das Nações / Oriente opens, then work from the Lisbon office with mobile working options.

Company

Manufacturer of dynamic storage, retrieval, and distribution systems for industrial manufacturing, retail, administration, and other sectors.

What you will do

• Own the full ticket lifecycle from creation to closure across L1–L3 support.
• Coordinate software-related incidents, prioritization, escalations, and resolution progress.
• Act as the operational liaison between customers, internal support teams, and external software suppliers.
• Maintain proactive customer communication and monitor response and resolution targets.
• Review ticket patterns, identify bottlenecks, reduce backlog, and propose process improvements.
• Coordinate stakeholders across multiple countries and time zones independently.

Requirements

• Exceptional communication, organization, customer-management, and prioritization skills.
• Proactive, solution-oriented, resilient, and composed approach to escalated situations.
• Practical understanding of IT concepts, software support workflows, service agreements, and multi-level escalation chains.
• Experience in IT support, service coordination, application support, or Life Cycle Services.
• Hands-on experience with ticketing systems such as FreshDesk, ServiceNow, Jira, or Zendesk, plus Microsoft 365 and CRM/ERP systems.
• Fluent English is required; cross-border coordination experience is expected.

Nice to have

• Dutch or another European language.
• Experience with WMS, SaaS support, or software suppliers.
• Familiarity with ITIL or structured service-management frameworks.
• Experience in cross-border support environments.

Culture & Benefits

• Long-term position in a growing international company with development opportunities and varied responsibilities.
• Team support, structured onboarding, and training through the Academy in Bellheim and online.
• Flexible working hours, mobile working options, customer travel, and six weeks of annual vacation.
• Attractive compensation, pension plan, capital-forming benefits, corporate benefits, and health programs.
• Bike leasing, company and team events, and a startup-style environment within a stable business unit.

Hiring process

• Submit an application including a possible start date through the career page.
• Questions can be directed to the Talent Acquisition Specialist.