Job Description

**Description:**

Do you want to work for a global company where promoting gender equality is central to our vision of creating a truly diverse and inclusive business? Where everyone matters, and everyone belongs?

Join us and help us provide energy-efficient solutions that make a real impact. We make what matters work. To find out more about us check:

The **Service Support Working Team Leader** is responsible for leading and coordinating a small team (< 10 direct reports) and needs to take active lead in Business Partner communications, team activity coordination, reporting, training the new joiners or other colleagues, advising colleagues on daily challenges, deploying standard tools and being active driver of project related team activities. Ensures and further develops the right service level to our customers in line with the company goals.

The Service Support Working Team Leader will be the first contact point for team members and will act as a bridge between the local service leader and the supported Country Service Unit. The role requires proactive problem solving skills, continous improvement mindset to ensure smooth team operations and effective collaboration with partner departments while focusing to achieve goals that contribute to the growth of the organization.

This role requires active involvement in the daily operations with the initiative to identify areas where team members need extra support to provide exceptional service to our customers.

+ Leadership and development of direct reports in the Service Support team (carry out regular one to ones with all direct reports o discuss performance and to develop and implement career path plans, support team members by coaching and training activities, conduct the performance evaluation, regular quarterly discussions, determination of further training measures, etc.)

+ Active involvement in daily operations of the team (avg. 50% of time)

+ Generating KPI's and ensuring SLA's are met for the Field Service Representative and other service related roles

+ Applies performance metrics, areas for improvement and allocation of resources

+ Managing performance within the team

+ Drive the development of processes and procedures to ensure consistent growth of the service business

+ Involvement in Transition Management

+ Acts as first escalation point for team members

+ Instigates regular meetings with service managers in order to establish and verify the forecast and work progress

+ Able to detect and escalate problem or error with data that he/she is responsible for Deploying Continous Improvement initiatives to enhance productivity of the team and to eliminate waste from the work process

+ Support deployment of new tools to enhance Digital Mindset

**Qualifications:**

+ Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree

+ Strong English and fluent French capabilities

+ Demonstrated sales or field service support / logistics expertise

+ Minimum 2 years of service support related or similar experience within the electrical industry

**Skills:**

. Familiarity with electrical products and related services

. Unique specialized knowledge with regards to assigned products and/or solutions, services

. Proficiency in ERP and CRM systems, such as SAP/Oracle and Salesforce/C360

. Proficient in creative problem solving, conflict resolution, and managing priorities

. Market, Industry, Channel and Competitive Knowledge

. Strong Customer Service Skills accompanied by Customer focused mindset

. Demonstrated ability to take ownership of an assignment and customer satisfaction

. Exceptional organizational and computer skills required to manage and organize high volume and diverse transactions."

. Strong people management skills is a plus

. Drive for results and collaborative style

. Excellent Communication and Interpersonal Skills (Written and Verbal)

. Build and maintain positive customer relationships through active listening, prompt resolution of problems, and projecting a positive, professional attitude

. Business Acumen and Navigation Skills (Corporate structure, Channel structure, etc.)

. Teamwork, networking and continuous learning skills

. Ability to apply project management methodologies and strategies to reduce potential project risk throughout the duration of the project lifecycle

. Adapting and driving change and process improvements

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