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)

·         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