Field Service Management Team Leader

Field Service Management Team Leader

This Field Service Management Team Leader is responsible for the operational performance of our client’s Field Services on a defined geographical area. Under the responsibility of the Direct & Indirect WorkOrder Senior Manager, she/he is leading a team of Direct & Indirect Operations Specialists to support customers according to determined services standards. She/he is aligning goals, coordinates and monitors operational efficiency and delivery, provides operations coaching to her/his team, and assures the Delivery of Services is within targets, and in accordance with processes. She/he is leading or overseeing projects within Direct & Indirect Field Services scope.

Benefits:

• Remote working opportunity

• Great learning and development opportunities

• International working environment

• Supportive work environment

• Open-Culture mindset

Job Summary:

• Monitor the WorkOrder Management processes execution and the respect of timelines.

• Identify, define, implement and follow-up any action plan required to meet KPIs objectives (SLA; CSAT; Cost Savings and others)

• Take ownership of any field related escalation and use her/his resources until resolution.

• Manage or lead any project assigned to the manager and/or his team within WorkOrder Management

• Represent as necessary Direct & Indirect Operations in any project review with stakeholders.

• Adjust reporting to ensure the highest possible visibility of activity through an up to date Direct & Indirect WorkOrder Management Scorecards

• Ensure an efficient and accurate reporting to every stakeholder (bottom-up / top-down)

• Provide necessary analysis when required.

• Participate or lead necessary recurrent reviews with internal / external stakeholders.

• Identify & request new/existing report developments/enhancements.

• Recruit necessary Team Members & lead their onboarding and ramp-up.

• Provide necessary coaching to team members and ensure regular feedback / sharing sessions

• Ensure Team attendance according to guidelines

• Share workload among Team members and ensure Back-up within the assigned team

• Drive and Execute all assigned team management duties (Hiring, 9Box, Merit Review, development plan and others) l

• Ensure correct tracking of holiday, overtime and sickness to set operational back-ups capabilities (Full ownership)

• Hold regular 1:1 meetings with team members (Suggested quarterly minimum)

• Identify and grow high potential employees within team with support of Team Manager

• Lead regular team meetings (Suggested weekly minimum)

Requirements:

• Sales and Profit driven, able to make strategic decisions to increase sales and profit

• University/College degree

• Many years of experience in services, contract administration, order management or other customer services

• Minimum 2 years Manager or Team leading experience

• Experience in complaint management is a plus

• Excellent written and spoken English language knowledge is required

• Fluency in one or several of the languages used within the Service Center he/she manages (French/German) would be a plus

• Computer skills: MS Office, Power BI, ERP (Siebel, SAP, Dynamic)

• Proactive attitude

• Ability to work independently

• Excellent communication skills