Team Lead – Regional Product Expert

You will be the team lead of a group of product experts who is responsible for supervising and coordinating the work of your team, responsible for technical Support, training and new product integration of our Lane sorter portfolio.  You will have a focus on coaching and developing your team and to continually improve customer experience.

Your main tasks are:

• Lead a team of EMEA product experts, focused on lane sorters.
• You are responsible for technical back office, remote support and you ensure a quick high level expertise to customers and both internal and external field services engineers.
• You are responsible for technical trainings and makes sure technical documentation is available and easy to access.
• You drives the team and ensures it’s optimally trained to provide high level support on assigned platforms. 
• You work closely with other team leads and actively engage in tool & process optimization. 

Technical Support

• Support our customers, team leads and our internal & external Field service technicians with technical advice and support.
• You visit, as required on a regular base our customers to understand equipment, upgrades, service jobs and optimizations.
• You develop and coach employees though Management by Objectives and annual performance reviews.

Efficiency

• You challenge yourself and the team by setting and measuring smart KPI’s
• You ensure successes are repeated and best practice spread for operational excellence.
• Ensure that corrective action is taken where adverse variations to target achievement occur or inadequate performance is suspected. Instigate actions and strategies to bring about necessary improvements.
• Implement and follow-up new product launches in the region, together with the global product expert. 

Customer Service

• Improve on the quality of commitment to customer service and retention by enhanced facilities, improved technical skills and high standards of quality workmanship as well as best practice in customer handling and communication
• Manage proactively customer escalations ensuring pain points are addressed structurally
• Liaise regularly with Products Sales team in the region to ensure information’s are shared and joint action plan are developed and executed

Team Leadership

• Recruit, onboard, evaluate and develop team members
• Communicating the objective by maintaining consistency and focus. Translating the overall direction and strategy into meaningful and tangible objectives and actions for teams to achieve desired results
• Ensure that all employees are committed to the principles and ethics and that these principles are the basis of customer relation management
• Establish and maintain daily workshop timekeeping and labor productivity records (Service reports) to monitor the effective use of technician and productive labor -Monitor hours attended and worked to achieve labor efficiency targets
• Establish and maintain a training needs analysis to provide satisfactory levels of knowledge, skill, job satisfaction, installed base coverage and cost-effective development of service personnel
• Ensure all Health and Safety policies and procedures are adhered to.
• Regularly (as requested and as required) inform management on projects, business and operations status, customers satisfaction and expectations, market conditions, etc.

Safety and Quality

• Promote a “Safety first” culture throughout the company, our customers, and our industry.
• Ensure adherence to safety and quality across all facets of our operation and customer delivery
• Ensure the team works within agreed operating models, and ensure all decisions are made within agreed authority limits.
• Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
• Identify, implement and embed any Excellence initiatives to improve quality, performance and efficiency of the team to facilitate outstanding customer experience

Organisation

• Complete administrative tasks in an accurate and timely manner
• Observe and comply with policies, procedures and quality management systems
• Observe and comply with our code of conduct
• Positively and actively support effective communication, encourage and provide constructive feedback
• Support the overall organisational vision, values and culture
• Any other reasonable duties as required.