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Job Description
Your Impact
As Field Service Team Leader, you will:
- Collaborate in managing the performance and costs of the Field Service organization in line with assigned targets
- Manage field technical resources and ensure strict adherence to repair and service protocols
- Coordinate the second-level technical support team to improve efficiency and compliance
- Support effective planning and scheduling of field technician visits to meet agreed service levels
- Identify key product issues impacting customer satisfaction and escalate to International Technical Support at HQ
- Provide technical training, ensuring technician certification and correct protocol execution through on-field audits
- Personally manage safety issues or escalate them to the appropriate stakeholders
- Understand and resolve customer complaints, involving relevant internal departments as needed
- Actively improve customer satisfaction and manage dissatisfied customers
- Enter, track, and manage support requests using CRM (Salesforce)
- Drive service quality through technical and performance KPIs such as FTFR, TTS, JMR3, company policies, and technician performance metrics
- Lead organizational effectiveness by maximizing team performance, development, and engagement
- Partner with the Spare Parts team to ensure governance of local warehouses, oversee correct parts consumption, and manage annual stock counts